For most people, electricity is something they don’t think about until they need it. Whether reporting an outage, understanding a bill, or opening a new account, customers expect answers quickly, and often turn to their utility provider’s website first.

Research with Burlington Hydro staff and leadership revealed a clear opportunity: transform the website from a collection of information into an extension of the organization’s customer service. One that works just as reliably as Burlington Hydro itself.

Rather than organizing content around internal departments, the new website is structured around the top tasks users need to complete when visiting the site. Outage information, account services, forms, safety resources, and billing information are easier to find, while streamlined content and intuitive navigation help users reach their destination with fewer clicks.

The project combined strategic research, user engagement, content refinement, accessible design, and modern development practices to create a flexible platform that supports both customers and the Burlington Hydro team behind the scenes.

For organizations that provide essential services, digital experiences play an important role in building trust. When information is easy to find, and services are simple to access, customers feel more informed, supported, and confident.

Designed to be accessible, responsive, and easy to manage, Burlington Hydro’s new website reflects the organization’s commitment to reliability, stewardship, and community while strengthening one of the organization’s most important connections with the community it serves.