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ADRA
Sector
Services
Web apps
Challenge
AdRA, also known as Águas da Região de Aveiro, is a management entity that assumes responsibility for the water system in the Aveiro region. It was established in 2009 under a public partnership contract to manage the integrated public water supply and urban wastewater sanitation of ten municipalities in the region. AdRA covers an area of 1,500 square kilometers with a population of about 350,000 people. To improve its online presence, AdRA commissioned LOAD to develop a new web portal from scratch. The main goal of the project was to take a disruptive approach in terms of design and usability, based on consumer needs.
Our approach
Using a light Digital Product Research (DPR) approach, we were able to gather input from all functional areas represented on the website to define its concept. In addition, we attended monthly meetings with customer service representatives to gain insight into customer requests and difficulties, which was critical to determining the primary goal of customer contact and how the website could reduce service needs.
AdRA also wanted certain sections of the website to be integrated into their intranet from the beginning. For example, the website can display current information such as ongoing and planned interventions in specific streets, as well as reports on water quality at the source. Users can also report failures geographically.
Skills &
Technologies
Results
AdRA is a complex organization made up of various departments such as Communications, Sustainability, Quality, Information Systems, and Finance, all of which contribute to the content production for the website. Ensuring alignment and collaboration between these different groups was a challenging task. However, thanks to our joint commitment, we were able to resolve all critical issues and find an optimal solution.
AdRA’s website is now a modern platform that enables seamless interaction between citizens and consumers and their water company.
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