The Websites Have It

Websites are the front-facing communication tool for any organization. In the age of smartphones, audiences will use this technology to learn about organizations from any location at any time. It’s important that websites communicate a brand’s messaging architecture clearly, and have this content organized in a way that maximizes the user experience. In 2017, I launched a website redesign with Little Rock Water Reclamation Authority (LRWRA), the provider of used water management services for the city. Their new CEO wanted to shift the brand’s story from one of sewer management to a narrative that reflected their role as protectors of public health, the environment, and our most precious natural resource–water.

A new website was included in this total rebranding of the municipality. Based on Google Analytics, their existing site was mostly being used by individuals looking for employment. Leadership's vision was a customer-centric site where ratepayers could find information that outlines the water reclamation process, describes the free programs and services the utility offers, and helps ratepayers understand their billing as a means of reducing calls to customer service. And in an effort to be completely transparent, LRWRA wanted ratepayers to see how their money was being used to keep the system working,

After conducting interviews with the LRWRA team to educate myself on the processes and depth of these services in protecting the city’s quality of life, I developed a site map that would reposition required content around new information that told the brand story. New tabs were created to engage new audiences, like educators and parents, so we could begin shaping a younger generation's perspective about the importance of reclaiming water. My team also designed and developed a portal to archive vendor information for those looking to do business with LRWRA. This portal was developed to manage a bid process that involved businesses nationwide and to facilitate a process that allowed for the self-management of thousands of vendor accounts. The portal streamlined the work of LRWRA’s procurement team, while ensuring that all registered vendors had access to bid opportunities. This is important for a city municipality.

Below are examples that provide an overview of the steps taken to initiate the design and development of a new website for LRWRA, and the documents used in the process of walking the client through each phase.

  1. LRWRA Navigation
  2. Revised Development Timeline
  3. Branded Web Copy
  4. Web Page Examples
  5. Bid Management Guide

Outcome Addressed

Exploring and experimenting with technologies: