Louisville Water Company has a national reputation for its high-quality, award-winning drinking water. As the only drinking water utility to trademark its tap water (Louisville Pure Tap®), Louisville Water has made a name for itself with superior quality, communications, and branding. However, after initially launching the company’s website years ago, by 2023, LouisvilleWater.com was past its expiration date and in dire need of an upgrade. The website presented challenges for the community’s access to vital resources. As a utility known for its innovation in water treatment and communications, LouisvilleWater.com did not meet expectations.
Louisville Water’s goals for the new website were to elevate the customer experience, introduce modern self-service solutions, and humanize Louisville Water’s brand to complement its trademarked tap water. Louisville Water worked with PriceWeber and HDR Engineering to build, design, and launch the website. New website features include a self-service Help Center, a single sign-on bill account log-in option from the homepage, a dynamic ‘Where We’re Working’ map, streamlined bill payment options, and an improved water quality self-diagnosis tool.
The new LouisvilleWater.com went live in January 2023. The refreshed website exceeded employee and customer expectations, improved digital customer service tools, and serves as a pillar of a positive customer service experience. The website has also received an international, national, and regional awards:
- dotCOMM Gold: An international competition honoring excellence in web creativity and digital communication.
- W3 Silver: A national competition sanctioned by the Academy of Interactive and Visual Arts that celebrates digital excellence by honoring outstanding work.
- Public Relations Society of America Bluegrass Chapter’s Landmarks of Excellence Awards (Award of Merit): Recognizes the best professional communications across greater Louisville.
“We are so proud to be recognized for our hard work in creating a more modern and user-friendly website experience for our digital users,” said Erika Brown, Manager of Marketing and Communications. “We prioritized our customers and their diverse needs through every step of the process. These awards are extremely meaningful as they affirm our overall approach.”
“PriceWeber is proud of the partnership with Louisville Water Company on the development of their new website,” said Fred Davis, CEO, PriceWeber. “It has been a pleasure to work with their team on this project and to help perpetuate Louisville Water Company’s legacy of great customer service. The receipt of these awards combined with the positive feedback from their customers validates the success of this project.”
Follow-up research showed that customers responded favorably to the new LouisvilleWater.com redesign. They commented that it was clean, bright, and modern, and 100% of participants said the navigation was “very easy” or “easy” to use. Concerning customer service, 100% of participants said it was “quick and easy” to find answers to general questions. Additionally, Louisville customers shared that lifestyle photos and branding updates are now more relatable and “present a sense of belonging” to them. Almost all participants commented positively about the new homepage design and said the site is cleaner and has a more accessible design.