Industry

Utilities

Client

Affinity Water

Making Water Billing Simple

Overview

The client

Affinity Water is one of the UK’s largest water-only suppliers, serving customers across the South East of England.

Problem statement

The existing experience was fragmented and often difficult to navigate, making common tasks like reporting issues, submitting readings, and managing payments more time-consuming than necessary.

The goal

“The goal was to create a streamlined, user-friendly dashboard that simplifies these essential tasks, reduces stress, and provides the necessary tools in a cohesive experience, empowering users to manage their needs quickly and confidently.”

“The goal was to create a streamlined, user-friendly dashboard that simplifies these essential tasks, reduces stress, and provides the necessary tools in a cohesive experience, empowering users to manage their needs quickly and confidently.”

Users need an intuitive, all-in-one platform to manage key tasks, simplify these journeys and reduce friction across the platform.

Report issues

Submit meter readings

Make payment

Handle home moves

Talk to an agent

My role

I focused on solving key UX challenges by improving the usability and overall experience. Collaborating with product owner to enhance the user flow to make it easier for users to manage bills, report issues, and submit meter readings.

How might we

......simplify issue reporting to reduce effort and stress?

.....enable quick and accurate meter readings?

......make payments fast and secure?

......support users through home moves with clarity and ease?

A Simpler Approach to Water Billing

Redesigned key journeys to make managing bills, payments, and account tasks faster, clearer, and easier to complete.

Account management

Dashboard

A centralised overview of billing, usage, and account activity, designed to improve clarity and help users quickly understand their status.

UX solutions

Submit meter reading

A simplified, guided flow to submit readings quickly and accurately, reducing errors and improving clarity.

UX solutions

Submit meter reading

A simplified, guided flow to submit readings quickly and accurately, reducing errors and improving clarity.

UX solutions

Moving home

A structured, step-by-step experience to manage home moves, bringing all key actions and information into one place.

UX solutions

Make Final Payment

An improved payment journey designed for speed and security, making it easier to understand, review, and complete transactions.

Each project solves a different kind of problem. You can explore more of my work, process, and thinking below.

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More about me

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