NHBC

About the project

The National House Building Council (NHBC) is the UK’s leading provider of home construction warranties, insuring over 1.6 million homes and setting industry standards nationwide. Despite their market dominance, NHBC faced challenges with their digital homeowner experience. The existing website was complex, content-heavy, and struggled to meet modern user expectations. NHBC needed a streamlined, user-friendly platform to enhance self-service capabilities, simplify navigation, and provide clear, transparent information for homeowners.

Challenge

NHBC approached Beach Marketing with a clear objective: improve the homeowner digital journey. The website’s structure was cluttered and outdated, leading to user frustration and frequent drop-offs. Homeowners found it difficult to locate relevant information, especially around what their warranty covered, and the self-service tools lacked efficiency. Inconsistencies in branding across digital platforms and redundant content further hindered the user experience. NHBC needed a comprehensive solution that would transform their digital presence, making it easier for homeowners to find what they need while reinforcing NHBC’s reputation as a forward-thinking leader in the industry.

Solutions

We began by conducting a thorough analysis of user feedback and homeowner journeys to identify key pain points. Our approach included simplifying site navigation, creating targeted and relevant content, and refining calls-to-action (CTAs) for better engagement. We developed an interactive sitemap that streamlined content delivery and improved user flow, ensuring that critical information, such as warranty coverage, was easily accessible. Enhanced search functionality, a more intuitive claims process, and consistent branding across all platforms were core elements of our strategy. The result was a seamless, user-centric experience that significantly reduced friction and empowered homeowners to find answers quickly and independently.