Simplifying the customer journey to digital adoption

Onward Homes

Responsive Website Design & Development

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.

Onwards and Upwards.

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.

Onward responsive website design
Onward mobile views

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.

Refining the ‘Home Search’ Experience.

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.

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.

Onward website - Helpful Links page

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.

With this fresh perspective on the digital adoption challenge, the customer follows clearly outlined benefits and prominent calls to action across the website which guide them to the end result, i.e. registration.

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

A well aligned user experience across Onward’s digital channels is key to delivering on their digital adoption strategy over the coming years.

Jon Wells:We found Komodo proactive and 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.
Marketing & Communications Manager, Onward Homes

The Results.

The bespoke ‘Find a Home’ feature proved so popular that Onward will be exploring options to meet the sudden surge in demand. As a feature that fell outside the original specification, we were pleased to see it performing so well and becoming a prominent section of the customer experience.

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

This case is a huge success story in proving digital adoption can work for social housing organisations. As Phase 1 of a wider plan to integrate digital into Onward’s offering, it shows how digital transformation, regardless of your sector, can be immensely successful when it’s done right and when the customer knows how the changes will directly benefit them.

Onward mobile views

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