Case Study: Yorkshire Water improves customer service and accessibility with CDS

Yorkshire Water cuts billing contacts by 20% with CDS

Yorkshire Water, a utility provider serving millions of customers, needed a partner to help design a new customer-centric digital platform. The challenge was to improve online services, ensure communications were inclusive and accessible, and meet new regulatory standards, all while reducing inbound customer calls. They enlisted CDS to address this.

CDS implemented a solution using a hybrid team that delivered service design recommendations, user experience (UX), and user interface (UI) design. The new website launched on time with enhanced functionality. The results for Yorkshire Water included a 20% reduction in billing contacts, a significant improvement in how customers access services, and a detailed playbook for future inclusive design.

Yorkshire Water