The opportunity

For more than 30 years, Just Life has been keeping minds sharp and bodies refreshed, with drinking water solutions for home, work and play throughout New Zealand.

While Just Water has been an incredibly innovative company over the years, their brand did not reflect the business they had become. So they engaged a brand designer to breathe new life into their brand.

Having worked with the wider Just Life Group for a number of years on their digital assets, we were brought in, not only to build a new website for the Just Water brand, but to understand how they could improve their customer experience and better position the brand digitally.

The solution

We began with customer journey mapping, which included in depth workshops with the team. Working with a wide cross-section of the team, from sales, operations, marketing, customer services and executive leadership was vital in capturing a 360-degree view of their customer experience. 

Throughout this process, we identified a number of opportunities to significantly reduce confusion and thus improve their customer experience. We then undertook a creative process to formulate what solutions to these problems would include - and transformed all of this into a comprehensive website strategy.

Next up was the design process. This involved thorough UX and prototyping work, mapping out all of their user flows. We then infused the recently designed Just Water brand into this UX, developing additional brand devices to strengthen the overall brand.

Once this was approved, our team began development of the website on the CraftCMS platform, in an agile workflow, keeping in close contact with the client.

Our goal in this phase was to create a website that was visually engaging, easy to navigate and simple for Just Water to manage on an ongoing basis.

‍The transformation

The result was a transformed digital experience for Just Water that allowed them to strengthen and grow their position in their market, giving the team a digital experience that they could be proud of.

We were also able to significantly increase user engagement on the site, and decrease calls to the customer service centre as customers were now able to find out more information themselves.

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