Helping LiveWest users find their way around

Customers were getting lost on the LiveWest site. For a housing association who manage over 40,000 homes in the Southwest, this presented a significant problem and resulted in increased pressure on the phone support team. 

Our brief was to streamline the journey and ensure that users could easily find the information they needed. 

We started with customer feedback and Google analytics data, and in close collaboration with LiveWest, identified pain points and what was missing from the existing design. We also reviewed what didn’t need to be included. 

We remapped the navigation, then redesigned the nav bar, homepage hero menu and footer, ensuring that the most important pages were highlighted and quick to locate. We paid special attention to high-traffic pages like “Find A Home”. 

For additional engagement, and a more approachable feel, we also added a video block to the homepage. And, of course, AA accessibility compliance was built into every change we made. 

The result is a cleaner, more contemporary look, and most importantly a place where visitors feel much more at home.  

Everything was designed and built with our innovative Drupal workflow, which allowed us to deliver a compliance-ready solution at a faster pace.  

Feedback has been good, both from LiveWest and their customers. Data shows that user journeys are being completed in fewer steps and less time is being spent navigating on the homepage.  

To LiveWest’s delight, their customers are also spending significantly less time phoning for support.