Customer
communication
system
Thames Water

By 1996, 8vo were working on a number of long-term projects in the design of modular information systems for billing and account information to utility company customers. The diagrammatic matrix of the Thames Water communication system developed by 8vo was crucial for understanding and managing the project. It defined all the customer-facing documents that the company needed to produce, and it allowed both 8vo and the communications team at the company to rationalise a programme of effective and relevant billing and account information for each customer group. The ‘big picture’ view provided a way of understanding the extent and complexity of the project. The same matrix was also adapted for use in logging work in progress, for example, top: related component distribution, and bottom: document designs completed (green) and in development (blue).