EPIPE is a plumbing company that specializes in non-invasive pipe repairs in residential, commercial and government and specialty sectors. EPIPE has created and patented two technologies, called ePipe and eDrain, that are an alternative to traditional repiping (i.e.?? having to replace all plumbing.

High-Level Design Objective: Redesign the website to

Redesign the current flow to solve frustrations and improve user experience.

Duration: 7 weeks

The problem area

EPIPE came to us because they wanted a new website that would truly speak to the value of its services. While most of their competitors were only offering traditional repiping services, which were costly, invasive and time-intensive, EPIPE provided innovative solutions (ePipe and eDrain) that could solve the same problems in a more cost-effective and timely manner, while also being less invasive and not requiring wall, ceiling or floor tear downs.

The problem was, that for many prospects, this was their first time dealing with a large pipe problem, and much of the research and services out there centered around traditional repiping. And on top of that, terms like ‘repiping’ (or replacing all plumbing) and ‘pipe repairs’ (or using other methods like ePipe and eDrain) sounded too similar and confusing.

EPIPE wanted customers to truly understand the benefits of their eDrain and ePipe solutions, so that it could become a large differentiator in prospects’ decision making when choosing a plumbing company.

Diving into the research

For this project, ePipe wanted to focus primarily on the residential market. From our research, we found that many residential homeowners that visited our site were dealing with a pipe leak for the first time and the large majority of homeowners were uninformed about the different alternatives that existed for piping problems.

For many visitors, they had just discovered a piping problem that they’re finding can be incredibly costly. They are frustrated and worried about the cost and the time this will take to solve, as well as what can happen if they don’t fix the piping problems soon (water damage and mold growth, structural damage, health hazards, etc.) They are trying to research and get different quotes from several companies to take care of it as soon as they can.

Understanding the visitor’s experience

One of the first things we looked at, was ePipe’s current site. We wanted to understand how ePipe was currently communicating with visitors. Aside from some sentences buried in paragraphs, there wasn't much information available. The Homepage was fairly blank, confusing and failed to provide a guided and seamless experience for visitors.

We did end up finding some valuable information, including videos and photos of the ePipe and eDrain processes and technologies, but these were fairly hidden in blogs, which weren't as easily accessible to users.

The solution 

Based on our research, we knew educating homeowners on the technology, process and benefits of ePipe and eDrain would be very important. We wanted to make sure that this information was easily digestible and accessible, especially in top-visited pages like the Homepage, and that the site architecture included specific pages that would provide more in-depth information about ePipe and the residential sector.

In order to make sure we were conveying correct and reliable information to visitors, I made sure to conduct research and dive deeper into understanding the the processes, challenges and benefits of repiping versus pipe repairs using epoxy liners and coating myself.

Also, because we would be introducing and speaking about newer solutions and technologies, we wanted to make sure we inspired reassurance and confidence in these solutions through information and content shared in the website. This would be in the form of case studies, blogs and videos that explain ePipe and eDrain processes, as well as listing the many awards and patents that the company has received.

After presenting wireframes to the stakeholders, they liked the new designs but let us know they also wanted us to highlight eDrain, not just ePipe, in the homepage. So, although, that created some challenges in terms of space, design and content, which we communicated, they felt strongly that they wanted to promote both services. After meeting with the respective teams and making the requested changes, which were approved, we then moved into high fidelity wireframes.

Presenting the new EPIPE website

Another feature that was important was a side to side comparison, especially for those that were scanning the page and text, we wanted them to not miss this feature. By showing that pipe restoration saved time and money

And finally to establish authority and increase credibility and confidence, we added Blogs with useful information regarding most frequently asked questions, as well as Case Studies to show the many different clients and problems that epipe had successfully fixed.

Comparison side by side

Here will go information about this specific thing

Previous filters design

Here will go information about this specific thing

Here will go this specific headline

Here will go information about this specific thing

HERE IS HEADLINE

Here will go information about this specific thing

HERE IS TITLE

Here will go more information about this and this

User testing

Once the prototype and usability test plan were finalized, I began testing the prototype with the team.

My hypotheses were:

1. If we guide the user through the process with overlays, the user will more easily and quickly be able to confirm requirements for the grants. 

2. If we provide a ‘Previously used filters’ and ‘Previously used columns’ as systems of recollection, the user will more easily be able to identify what columns and filters they need.

Results

Next came the development of the prototype, which would help us test the new design with users to gain feedback.

Reflection / data thing

Next came the development of the prototype, which would help us test the new design with users to gain feedback.