{"id":5152,"date":"2026-05-10T08:45:04","date_gmt":"2026-05-10T08:45:04","guid":{"rendered":"https:\/\/apadmi.com\/work\/united-utilities\/"},"modified":"2026-07-23T12:34:00","modified_gmt":"2026-07-23T12:34:00","slug":"united-utilities","status":"publish","type":"work","link":"https:\/\/www.apadmi.com\/en-nl\/work\/united-utilities\/","title":{"rendered":"United Utilities"},"content":{"rendered":"<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"flex flex-col items-center-safe gap-18 md:gap-8 block-inset-x pt-64 pb-64\">\n\t<h1\t\tclass=\"uppercase text-36 md:text-64 leading-none font-black text-balance max-w-3xl text-center\"\n\t>\n\t\tUnited Utilities\t<\/h1>\n\n\t\n\t\t\t<p class=\"text-black text-balance text-16 md:text-20 md:mt-16 max-w-3xl leading-tight md:leading-none text-center\">\n\t\t\tA sector-first app that streamlines customer service\t\t<\/p>\n\t<\/div>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<img\n\tsrc=\"https:\/\/www.apadmi.com\/uploads\/2026\/07\/united-utilities-app-orange-chair.webp\"\n\talt=\"\"\n\tclass=\"object-cover rounded-16 bg-(--img-avg-color)\"\n\t\t\tdata-brightness=\"light\"\n\t\tstyle=\" --img-avg-color: #BA7C53;\"\n\/>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"block-inset-x group\/bodyCopy flex flex-col mid:gap-y-16 max-w-xl box-content mid:mx-auto pt-64 mid:pt-72 pb-64 mid:pb-72\">\n\t\n\t\t\t<h2\t\t\tclass=\"text-20 leading-tight sm:text-44 sm:leading-none uppercase text-balance font-black w-fill\"\n\t\t>\n\t\t\t<span class=\"sr-only\">Building the UK\u2019s First Water Utility App<\/span>\n\t<span aria-hidden=\"true\">Bu\u00adi\u00adl\u00add\u00adi\u00adn\u00adg the UK\u2019s First Water Ut\u00adi\u00adl\u00adi\u00adt\u00ady App<\/span>\t\t<\/h2>\n\t\n\t\t\t<p class=\"text-pretty w-fill font-bold text-16 leading-minimal sm:text-20 not-first:mt-24 mid:not-first:mt-32\">\n\t\t\tUnited Utilities is one of the UK&#8217;s largest water companies, supplying water and wastewater services to approximately 7.4 million people, 3 million households and 200,000 businesses across the North West of England.\t\t<\/p>\n\t\n\t\n\t<div class=\"flex flex-col gap-y-24 w-fill mt-44 mid:mt-24\">\n\t\t\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tUnited Utilities came to Apadmi with two key priorities. Firstly, the organisation wanted to improve customer experience with greater access to billing information and clearer communication. Secondly, it needed a tool which could be used by the internal operations team to assess customer satisfaction and track reports of water leaks.<\/p>\n\t<\/div>\n<\/div>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"block-inset-x group\/bodyCopy flex flex-col mid:gap-y-16 max-w-xl box-content mid:mx-auto pt-64 mid:pt-72 pb-64 mid:pb-72\">\n\t\n\t\t\t<h2\t\t\tclass=\"text-20 leading-tight sm:text-44 sm:leading-none uppercase text-balance font-black w-fill\"\n\t\t>\n\t\t\t<span class=\"sr-only\">Key Achievements<\/span>\n\t<span aria-hidden=\"true\">Key Ac\u00adh\u00adi\u00ade\u00adv\u00ade\u00adm\u00ade\u00adn\u00adt\u00ads<\/span>\t\t<\/h2>\n\t\n\t\t\t<p class=\"text-pretty w-fill font-bold text-16 leading-minimal sm:text-20 not-first:mt-24 mid:not-first:mt-32\">\n\t\t\tIn-depth profiling of United Utilities customers and the resulting UX work led to an app which was intensely focused on improving all use cases. From submitting meter readings in the dark (with the help of an automatic torch) to reporting a leak, paying bills or getting in touch with customer services. <br><br>\t\t<\/p>\n\t\n\t\n\t<div class=\"flex flex-col gap-y-24 w-fill mt-44 mid:mt-24\">\n\t\t\n<h2\tdata-slug=\"features\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tFeatures<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThe &#8220;Report a Leak&#8221; feature enabled users to register leaks quickly, submit images and automatically add their exact location, saving time, money and water. The feature added context to issues, ensuring the United Utilities team could deal with leaks based on their severity, while deepening its customer engagement \u2013 a critical part of any business.<\/p>\n\n<h2\tdata-slug=\"users\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tUsers<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tUnited Utilities&#8217; initial goal was to hit 30,000 users in the first year after launching the app. This was achieved only 10 months after launch. The app has now been downloaded more than 100,000 times, equating to a 29% growth in the active digital customer base. <\/p>\n\n<h2\tdata-slug=\"payments\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tPayments<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThe app facilitated \u00a37.5 million in bill payments, while reducing the volume of calls to customer services.  It is the most actively used payment channel handling 55,000 &#8211; 70,000 payments a month. <\/p>\n\n<h2\tdata-slug=\"cost-savings\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tCost Savings<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThe cost per billing letter to customers for United Utilities is 0.58p, so bringing consumers to the app to view bills digitally has helped reduce this expense for the business on a large scale. Cost savings equate to a 10% reduction in internal costs through self-serve payments.<\/p>\n\n<h2\tdata-slug=\"award-winning\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tAward Winning<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThe United Utilities app won the Customer Service Initiative of the Year at the Water Industry Awards (2019), and the Customer Engagement Award at the Utility Week Awards (2018)<\/p>\n\t<\/div>\n<\/div>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root bg-orange-300\"\n\t\t\tdata-theme=\"orange-light\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"block-inset-x flex flex-col gap-32 md:grid md:grid-cols-6 items-start md:items-center pt-64 sm:pt-120 pb-64 sm:pb-120\">\n\t<div class=\"row-1 col-start-1 col-end-span-3\">\n\t\t\t\t\t<h2 class=\"text-36 leading-none md:text-44 font-black uppercase text-balance\">\n\t\t\t\tRead more success stories\t\t\t<\/h2>\n\t\t\n\t\t\t\t\t<p class=\"text-16 leading-minimal md:text-24 mt-12\">\n\t\t\t\tFrom retail and healthcare to FMCG and media, we help ambitious organisations solve complex challenges, drive revenue, and build loyalty with exceptional digital products and mobile apps.\t\t\t<\/p>\n\t\t\t<\/div>\n\n\t<a\thref=\"\/work\"class=\"focus:outline-hidden focus-visible:outline-auto transition uppercase leading-none outline-offset-8 disabled:grayscale disabled:pointer-events-none select-none group relative isolate h-52 rounded-full border border-accent px-40 flex items-center font-semibold justify-center-safe button row-1 col-start-5 col-end-span-2 md:justify-self-end\">\n\t\t\t<div aria-hidden=\"true\" class=\"absolute top-0 left-0 -z-10 flex size-50 items-center justify-end rounded-full bg-accent text-on-accent transition-[width] ease-spring-smooth group-hocus:w-full duration-500\">\n\t\t\t<div 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