Low Water Living: Service design

Southern Water is preparing to install water meters in 500,000 households in the next five years and it needs to help its customers understand that meters can help them better manage their water usage, use less energy on heating water, and ensure they pay a fair price for the water they use.

To help ensure Southern Water connects with customers at the right time to offer useful service information IDEO has designed a suite of communications collateral. A welcome pack, a simple water calculator, conversations with a member of the Southern Water team and a mobile advice centre are all designed to help make the water meter installation service an enjoyable one.