How Moriyama Made West Kent's Resident Journeys Easier on Mobile

West Kent's website is task-led. Residents come to pay rent, report repairs, find contact details and get support, and many of them do it on a phone. West Kent wanted to understand how they were using the site and where small, focused improvements would make the biggest difference, without a full rebuild.

The Challenge

The site worked, but key tasks could be easier to find and finish, particularly on mobile. Paying rent, logging maintenance issues, contacting the team and finding resident information all needed clearer signposting, a stronger hierarchy and a more modern interface.

The Approach

Usage data first. Moriyama reviewed the site's analytics (more than 4,500 monthly active users, viewing around five pages each) to see which areas residents used most, including My West Kent, how to pay rent, contact, site search and other core service routes. That kept the work on practical improvements rather than a broad redesign.

A targeted UI refresh. Instead of redesigning the whole site, the team improved selected areas: clearer calls to action, simpler page layouts, better mobile usability and a more modern look for key journeys.

Resident-first navigation. Moriyama explored clearer navigation around finding a home, managing a home, resident help and support, contact and key account actions, so common tasks are easier to find.

The Outcome

West Kent got a focused set of improvements based on how residents really use the site, and a clearer direction for modernising key journeys, especially for mobile users paying bills and reporting maintenance issues. The refresh improved usability and gives West Kent a stronger base for further optimisation.