WE REPURPOSED THE SITE AROUND REAL CUSTOMER NEEDS, using the “Home Heroes” idea as the foundation. That meant starting with empathy. In other words, making sure the language, layout and navigation helped people feel looked after, not overwhelmed.
We rewrote every page in plain English, with a warmer, more human tone. We reorganised the structure so people could find services faster, understand what to expect, and feel reassured at every step. Visually, we kept things clean, calm and focused. Less noise, more guidance.
Just as importantly, the experience needed to work on the customer’s terms. Whether someone prefers to call, click, message or book online, we made sure there were broad enough ways in to suit different needs and levels of digital confidence.
It wasn’t just a redesign. It was a chance to make the website work harder for the people who actually use it.
THE QUOTING EXPERIENCE WAS ALSO REBUILT FROM THE GROUND UP,
designed to feel as simple and intuitive as possible on the surface, while doing a lot of heavy lifting behind the scenes. What looks like a clean, conversational tool is actually powered by live data from the business’s operations system, constantly pulling in up-to-date pricing for parts and materials.
Customers get fast, personalised quotes without needing to call or wait around. And the business gets high-quality leads, full visibility on pricing and a consistent flow of enquiries they can act on straight away.
RESIDENTIAL AND BUSINESS USERS HAVE VERY DIFFERENT NEEDS,
yet the old site treated them as one. So we created a dedicated business journey that allowed us to speak more directly to the specific needs of landlords, developers and property management teams.
This made the offer clearer, the content more relevant, and the brand feel better equipped to support commercial clients. It also made it easier for every user to find what they needed, without second-guessing whether it was meant for them.
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