Pennon

Changing the Flow – Rebuilding Trust in South West Water.

Agency
true

Role
Visual Designer

South West Water set out to refresh its brand and digital experience at a time of growing public scrutiny of the water industry. The challenge was to create a more transparent, human and customer-focused brand experience that balanced stronger storytelling, helping rebuild trust, improve engagement and strengthen customer relationships.

As Senior Designer, I led the visual design of South West Water’s brand refresh. Working closely with stakeholders, I helped reshape the website into a more customer-friendly and transparent experience. The redesign balanced functional self-service journeys and making it easier for users to find information to understand the company’s commitments and progress.

Beyond the website, I played a key role in evolving and scaling the new design language across the wider business. This included establishing a consistent visual system, design principles and reusable assets that were adopted across multiple businesses within the parent group, Pennon. The result was a more cohesive and recognisable brand experience that strengthened engagement and created greater consistency across every customer touchpoint.