Swale Heating needed a modern digital platform that made quoting and booking heating systems fast, accurate and user friendly.
The traditional way of buying a new boiler relied on site visits, complex conversations and long turnaround times. Customers increasingly expected an online process that was quick, clear and available at any time. Swale Heating needed an ecommerce grade experience built for a complex service, not a simple product. The challenge was finding a way to collect detailed technical information, generate accurate central heating system recommendations and handle installation bookings without overwhelming the user. The new platform had to be intuitive, mobile friendly and capable of delivering the level of convenience modern homeowners expect.
We created a clean, guided UX that turned a traditionally technical process into an approachable digital journey.
Our UX and UI design process focused on clarity and approachability. We mapped out user journeys through detailed wireframes and prototypes, ensuring each step of the quoting process felt straightforward, even for users with no technical knowledge. The interface was designed to feel calm, friendly and supportive, with clear instructions, reassuring messaging and a layout that minimised cognitive load. Customers could begin the process, pause and return later without losing progress, an essential feature for a decision that often requires gathering information. The result is a guided online experience that mirrors modern ecommerce flows while supporting the real world complexity of heating installations.
A custom logic engine, integrated bookings and secure online payments created a complete end to end digital solution.
We developed a fully bespoke system on Magento 2, enhanced with PWA technology for improved speed, offline capability and an app like feel. At its core is a conditional logic engine that assesses user inputs and recommends a complete central heating package with accurate pricing. Customers can choose installation dates, upload photos and complete payment or finance applications directly online. If a customer requires a visit, the system books an engineer automatically. All bookings and data connect to Swale Heating’s internal systems to streamline operations and improve accuracy. The platform includes custom integrations, mobile optimisations and a user friendly interface that supports the entire journey from quote to installation.
The new platform delivered better user engagement, stronger conversion and a smoother digital experience across devices.
The custom Magento 2 PWA delivered a faster, more accessible way for customers to buy heating systems online. The guided survey reduced drop offs, improved quote accuracy and gave users confidence in their choices. The PWA architecture improved speed and stability, especially on mobile, and the integrated booking and payment flow created a seamless end to end experience. Internally, Swale Heating gained a more efficient workflow with cleaner data, stronger system connectivity and fewer manual interventions. The result is a platform that improves conversion, enhances customer satisfaction and positions the brand as a digital leader in the heating industry.
Our partnership with Swale Heating continues through optimisation, support and long term digital strategy.
This project demonstrates how thoughtful UX design, custom development and Magento 2 PWA technology can transform a complex service into a simple, customer friendly digital experience. The Swale Heating platform combines intuitive design with robust functionality, giving customers clear pricing and instant booking while improving internal efficiency. As part of our ongoing partnership, we continue to support the platform through optimisation, CRO, performance enhancements and long term strategic development.
We could not be happier with the exceptional services we have received. The team perfectly captured our vision and delivered a website that exceeded our expectations and KPI combined. Bing Digital’s professionalism and expertise are unmatched. We highly recommend them if you are looking for a hands on and knowledgeable digital agency for your brand.
Swale Heating
