Knightstone aspire to offer their services ‘digital by default’ by 2016, positioning their website as the key link between Knightstone’s services and their 23,000 customers.
To meet this objective they wanted a new, fully responsive site that combined customer and corporate pages, home sales functionality, and a secure, user-friendly customer account area that required full integration with their housing management systems to offer a range of ‘real time’ online services.
Knightstone also wanted a solution that would enable multiple content administrators across service areas, and the launch of the new site also coincided with a rebrand of the business, providing an opportunity to use their refreshed online presence as a means of showcasing their new corporate identity.
Modern, user-friendly site that is consistent with the new brand and articulates Knightstone’s culture and values
Improved customer service and increase online transactions through easy-to-use ‘my account’ customer portal
Home sales, shared ownership and private rent area with intuitive property search functionality
Prior to development we ran extensive persona and ideas sessions with internal stakeholders, held workshops with residents to understand what they wanted from the website, and ran eye-tracking studies on page designs to sense check important user journeys and calls to action.
We also worked closely with their third-party housing management software supplier to ensure the customer portal met the client’s and their customers’ needs, including functionality to update personal details, see rent accounts, report and track repairs, and pay rent online.
The finished site includes many design, usability and content features that came out of the persona work and were refined through eye-tracking. Common-sense labels, strong calls to action and modular content areas that also scale well for mobile to deliver a fulfilling user-experience across any device.
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