Social Housing

Simplifying the Customer Journey to Digital Adoption

Onward is a leading provider of quality, affordable homes for rent and sale in the North West. Once a collection of five individual organisations, they now own and manage over 35,000 homes across the region.

Their mission is to make a real difference to the lives of their customers, enabling easy to use and preferable online services through scaled digital adoption and transformation.

Success Through Collaboration

Together with the project team at Orchard Information Systems, we’ve been able to step back and explore the relationship between business and customer’ rather than rely on the traditional housing provider and tenant view.

Working closely with Orchard’s delivery team, we were able to launch the website, alongside the Digital Platform within an ambitious timeline.

300Early Registrations

The integrated Digital Platform, received over 300 registrations in the first 4 weeks following a roll out to ‘live’.

Bespoke‘Find a Home’ Feature

The bespoke ‘Find a Home’ feature proved so popular that Onward is exploring options to meet the sudden surge in demand.

Road Through Discovery

Onward were keen to understand their customers’ requirements and interactions with digital services as part of their wider vision and transformative approach. The resulting discovery workshops and reviews facilitated by our design team helped to inform both the current phase and a view to their plan for the future vision of the digital experience.

Collaboratively producing a set of user stories and acceptance criteria, we were able to map a set of clear and purposeful user flows. Our user centered design process carefully balances the needs of the users with the objectives of the business.

brainstorming image Onward map image

The ‘Find a Home’ experience has been wildly popular for Onward’s customers, with the sheer number of enquiries leading to planned improvements through automation in Phase 2. A unique and dynamic way of searching properties on a range of devices, this feature was our response to bringing together Onward’s housing portfolio from across five different websites.

Since converging their operating processes and restructuring the business, Onward have put the customer at the heart of everything they do. The result is a desire to refocus their digital offering, simplifying the customer journey from website to digital platform. Integrating with Orchard’s Self Service Portal, the new website showcases the benefits of self-service to empower customers to take control of managing their home, payments and repairs.

Komodo were proactive, easy to work with and felt they had an informed and focused way of delivering; they were not scared to challenge our thinking which was exactly what we were looking for.
Jon WellsHead of Marketing and Communications, ONWARD HOMES

More from our Client Stories

We talk the talk but crucially, we walk the walk. Below are selected client stories showcasing our capability to work effectively with client teams to deliver complex yet intrinsically 'people friendly' digital solutions that solve multifaceted problems.

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Feel free to contact us to open a conversation and discover if there are areas where we might help with your success.

Armin Talic

Commercial Director

A product of ex-Yugoslavia. Spent 4 years at Apple learning about the value of service and experience. Usually the one asking “why?”.

Phoebe Dowley

Client Partner

Supports people from large organisations to start-ups and makes it look easy. Can usually be found running a 5k for breakfast.