Brief
Supporting customers is no easy feat, especially for a social landlord like Melin. To ease the strain on its customer support team, Melin knew it needed a website that put customers first, making it easier for them to find the help and information they needed—quickly.
Outcome
Armed with invaluable insights from its customers and community groups, we reorganised the site architecture and created a clean and clear experience to help people navigate and digest content with as few hurdles as possible. Visit the new melinhomes.co.uk
Melin's old website was friendly and colourful, but it didn't deliver the information their customers needed with ease. Our key focus was to cut the clutter and put the essential info front and centre, identifying the most common searches and turning them into direct links for a smooth user experience.
Having a website with tons of content is pointless if users can't find what they're looking for. We made search a top priority and built a smarter search feature. No more sifting through endless pages - our search delivers targeted results to the key sections of the site.
It’s surprising what people can achieve with the right guidance. We wanted to make sure Melin’s customers not only had access to general information, but step-by-step maintenance guides that empower them to tackle small problems without waiting for repairs.
Text-heavy websites can be a maze, leaving users feeling lost and overwhelmed. To help break down the content for their customers, we introduced colour and illustrations created by Melin’s marketing team to identify key website sections making it easier for users to find their way around.
