Transforming California Water Service’s Digital Experience
California Water Service (Cal Water) is the largest regulated water utility in the West, serving millions of customers across the state. Dedicated to providing reliable, high-quality water services, Cal Water must comply with strict regulatory and accessibility requirements while delivering a seamless customer experience.
The Challenge:
Cal Water’s previous website struggled to meet the needs of both customers and internal teams. The outdated navigation system made it difficult for users to find essential information, and content management was inefficient, requiring excessive time and effort from staff. Additionally, the platform lacked important features such as geolocation tools and an effective document management system, limiting customer engagement and service efficiency.
Key challenges included:
- A complex, outdated navigation system that frustrated users.
- Time-consuming content updates limit internal efficiency.
- A need for new features to enhance customer interactions, such as geolocation tools.
- Strict regulatory and accessibility compliance requirements.
Our Solution:
Inclind collaborated with Cal Water to develop a modern, customer-centric website powered by WordPress designed to enhance usability, streamline content management, and help maintain compliance with accessibility regulations.
Key improvements included:
- User-Friendly CMS: Incorporating a user-friendly WordPress content management system (CMS) that streamlines updates and maintenance. The intuitive interface allows Cal Water’s internal team to easily edit pages and upload documents without requiring developer support.
- ADA Compliance: Inclind partnered with third-party accessibility experts to audit and refine the platform, confirming Americans with Disabilities Act (ADA) compliance. Features like keyboard navigation, screen reader compatibility, and color contrast adjustments were implemented to accommodate users.
- Enhanced Navigation & Document Management: An intuitive navigation system was designed to make it easier for customers to find essential resources. A custom document management system lets Cal Water quickly locate important forms and service information through a searchable database.
- Geolocation Functionality: To improve service accessibility, the website now includes geolocation tools that automatically provide users with region-specific information based on their location. Customers can view local service updates and emergency notifications relevant to their area.
- Microsite Capabilities: Cal Water can create and manage dedicated sub-sites for specific projects or initiatives. These microsites function as standalone pages within the main website, offering localized information while maintaining brand consistency.
- Sophisticated Alert System: Inclind implemented an advanced alert system that enables Cal Water to post real-time updates about water outages, maintenance work, and urgent notifications. These alerts appear prominently on the website, helping customers receive timely information without needing to search.
The Result:
The new Cal Water website is faster, more responsive, and optimized for performance across all devices. Customers can now easily access critical information, while the internal team benefits from a streamlined content management process.
Key outcomes:
- Improved User Experience: The previous site’s navigation system was replaced with a streamlined structure that quickly guides users to essential resources. Whether paying a bill, checking water quality reports, or finding emergency alerts, customers can now find what they need.
- Increased Efficiency: With a WordPress-based CMS, Cal Water’s internal team can update website content with minimal effort. Previously, making changes required navigating a cumbersome backend system or relying on external developers. The new CMS simplifies content management, allowing staff to add announcements, update service information, and upload documents without technical expertise.
- Regulatory Compliance: Compliance with the Americans with Disabilities Act (ADA) was a critical redesign focus. Additionally, the website aligns with WCAG (Web Content Accessibility Guidelines), supporting inclusive access for users of all abilities.
- Localized Service Information: Understanding that different regions have unique water service needs, the website now features geolocation functionality. Customers who visit the site automatically receive timely information about infrastructure projects, local outage updates, and regional service notices.
- Better Communication: Cal Water now has a robust alert system to inform customers about service updates, maintenance work, and emergencies. With the new system, real-time alerts appear prominently on the homepage and regional microsites, helping important messages reach users immediately.
Inclind’s collaboration with Cal Water created a modern, efficient, and customer-focused digital experience. The website now connects customers seamlessly with essential information while equipping Cal Water's team with a streamlined content management system.
Here are snapshots we took along our journey together.