Nairobi City Water & Sewerage Company Ltd (NCWSC) recently undertook the assignment of redesigning the NCWSC website with the aim of increasing usability and accessibility.
This was part of the intervention in Hygiene Behavior Change Communication (HBCC) towards Covid-19 resilience .The project was in partnership with Water and Sanitation for the Urban Poor (WSUP) and funded by UK Aid and Unilever. With the rise in Covid-19 cases in Nairobi, it was necessary for the utility to make information about water and water supply more available and accessible to the public. The project had two goals. One is to keep the site simple and easy to navigate and provide accurate information about COVID-19 while giving the Nairobi Water website a much-needed facelift.
The website is an elevated customer experience where customers can get the information they need without having to call or email Nairobi Water customer service agents. Instead, the website and chat bot would offer them self service capabilities where possible. The website interface is now simplified for use with the high volume questions showing up as quick links on the home-page. A whole new menu item (Customer Service) dedicated to providing customers with the information they typically search for is part of the new features. In addition to optimizing the content on the website, the site has all the technical development minimums to ensure it is discoverable on search engines. The new site is accessible to the visually impaired, the contents are describable enough to website readers.