Internet development services

Tender description

Thames Water are looking for a supplier to deliver a better digital customer experience through restructure and redesign and re-design, improved functionality in journeys, design, experience and promote channel shift and meet SIM targets and cost to serve. This supplier will need to cover strategy IA, UX and creative skills. The service provider will create our “to be” vision for our site and have a deep understanding of Sitecore to be able to specify build requirements and in some cases build. A site re-structure/design is needed to: — express and bring to life the TW brand and TOV in a digital environment such that we promote engagement and work towards our brand aspiration, — audit and rationalize existing content based on usage, relevance, topic and format and revised architecture, — create more flexible templates to reflect our brand and enable engaging and rich content and journeys to be created, — create UX common principles that simplify journeys (including accessibility). Requirements The focus of this brief is on 4 specific areas: — structure: (To be architecture), — web look and feel: (Digital expression of TW Brand, injecting a refreshingly clear approach to everything), — content: following an audit/review (internally delivered) create guidelines and templates for content presentation and development, — UX: Create common principles that can be implemented in customer journeys. Structure information architecture: — review the “as is” structure and propose a “to be’ architecture including new page structure, SEO, nomenclature, taxonomy. Look and feel: — review of the current look and feel and refresh such that the TW brand is dramatized and expressed in a digital environment and reflects our refreshingly clear brand, — develop revised home page structure templates and layout including sub-page template designs to allow for more flexible presentation of content, mix of graphics and photographic, style and imagery, — future technology developments to be presented e.g. social contact, Webchat, Rant and Rave. UX: — establish common principles in a UX strategy based on best practice to reduce effort, simplification, elimination of ‘looping’ and excessive clicks that can be implemented across customer journeys and drive self-serve, channel shift and deflect contact, — review user experience based on user insight and statistics for priority journeys and campaigns. Content: — review content – audit and undertake analysis and proposal on keep/repurpose/retire/create, — create a blueprint for content creation including guidelines for on going digital content development including style guide, photography, video, SEO optimisation, tov and seasonal variations, — embed our brand “story” to convey and copy deck to convey the emotional value of water and the precious nature of water (and Thames) in everyday life, work and play and in the longer term, — establish common principles and presentation for key journeys content.