Overview
TasWater required a complete redesign of their website to improve the customer experience and streamline access to key services. The goal was to create a user-friendly, accessible and future-proof platform that served both residential and commercial customers across Tasmania.
TasWater
TasWater is Tasmania’s state-wide water and sewerage service provider. Since 2013, it has delivered essential services to residential, commercial, and industrial customers across the state.
TasWater is Tasmania’s state-wide water and sewerage service provider. Since 2013, it has delivered essential services to residential, commercial, and industrial customers across the state.
Digital, Strategy, Project Management
Role
Core capabilities:
Digital project management, user journey mapping, stakeholder collaboration, QA and testing, content audit and strategy
Acted as primary client contact, coordinating feedback across a group of 10 internal stakeholders
Led initial content audit and mapped key customer journeys to guide site structure
Co-developed UX workshops with the agency director to align internal priorities
Developed pre-launch user assurance testing processes and frameworks
Ensured TasWater’s brand was applied consistently across all site pages and interactions
Project Snapshot
100% satisfaction rate in pre-launch QA testing
Managed 10+ internal stakeholders
Delivered improved UX through content audit and journey mapping
Developed and facilitated multi-stage user testing
Maintained brand integrity across all content and visual design
Overview
TasWater required a complete redesign of their website to improve the customer experience and streamline access to key services. The goal was to create a user-friendly, accessible and future-proof platform that served both residential and commercial customers across Tasmania.
Challenges
The website needed to balance service delivery, regulatory compliance, and brand messaging, while catering to a wide user base with varying levels of digital literacy.
A significant challenge was managing multiple stakeholders with differing goals. By structuring the project into clear sprints and workshopping key decisions, I ensured alignment and on-time delivery.
Outcomes
Site launched on time with 100% overall satisfaction in pre-launch QA testing
Post-launch feedback highlighted significant improvement in navigation and clarity
Reduced customer service contact volume by improving self-service capabilities
Delivered a website aligned with best-practice accessibility and UX standards
TasWater Website Design
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