E-470 CASE STUDY
Road-Tested & Ready
The E-470 Public Highway Authority, which is comprised of eight cities and counties, manages the 47-mile E-470 toll highway sweeping the eastern edge of the Denver metropolitan area. With a total cost of $1.2 billion, the award-winning tollway opened in 1991 and today serves up to 160,000 motorists each weekday.
E-470 needed a redesign that would combine E-470.com—the informational site—and EXpressToll.com—the transactional site—into one easy-to-use website built on the SharePoint platform. Other priorities were to help customers understand how to use the road and to make it easier for them to manage their accounts online, both essential to alleviating ongoing customer confusion and frustration.
E-470 challenged us to redesign its site to:
- Refresh an outdated look and feel.
- Communicate credibility through a clean, intuitive interface.
- Enable online self-service to reduce call center calls.
- Provide audience-specific content for a variety of users.
- Encourage users to open and upgrade their accounts.
- Entice customers to use the road more frequently.
- Persuade people who haven’t used E-470 to become customers.
- Design for the SharePoint platform.
Malenke | Barnhart created a new site that features:
- A bright, open design conveying the feeling of the open road.
- A rotating hero image that highlights E-470’s key benefits.
- Clear primary navigation aimed at answering users’ primary questions.
- A prominent account log in area that leads to the transactional area of the combined site.
- A tollway map—with a toll rate summary—to show visitors in a glance where the road goes and how much it costs.
- A super footer to expose information for users looking for something specific.
- Promotional space to spotlight savings gained through opening an account.
- A SharePoint content management system (developed by our partner, Catapult Systems) that will enable E-470 to manage its content easily.