Client

British Gas

Project

Website Design

My role

Senior Product Designer

Objective
Create a new self-serve journey enabling British Gas customers to book a smart energy meter installation via their online account.

About

Customers had to manually submit energy meter readings for Gas and Electricity, or both. If customers wanted a smart energy meter (which submits meter readings automatically) they had to call British Gas to book an engineer. This was a frustrating and time-consuming experience for the customer.

The problem

British Gas was missing opportunities where customers wanted to actively request smart energy meter installations, incurring costs in campaigning to customers to switch to smart energy meters. 

From a customer perspective, the absence of a serve-serve journey meant customers had to register their interest via an online form and wait to be informed when they were eligible for an upgrade.

Objectives

1.

Save customers time and offer more information about consumption & energy expenditure

2.

Offer a mobile-first experience

3.

Reduce the amount of steps involved

4.

Make it simple, quick and easy to book a smart energy meter installation

5.

Identify customers via eligibility criteria assessment

6.

Complete as many installs as possible whilst scaling internal capabilities

7.

Remove the need for paper/hard copy processes, and remove agent intervention

8.

Offer customers the ability to manage their booking via their online account

9.

Reduce call centre contact

10.

Unlock/offer more self-serve functionality for customers via their online account

My role

Working in the Smart Metering team I led the design of a new journey, enabling customers to book a smart energy meter installation via their online account. 

I led the complete end-to-end design process in a hands-on UX/UI role, taking concepts from design to development, conducting self-initiated user research, conducted my own user testing, through to successfully launching the journey.

Throughout the project I worked closely with the product owner and tribe lead, aligning to the product roadmap/backlog. Working within a small cross-functional team including a PO, scrum master, BA and a team of developers/testers to ensure the designs/solutions created were flexible/scalable and met business and customer needs.

The process

  • Competitor analysis
  • Review analytics
  • Gather objectives from PO
  • Initial UX / Wireframes / Prototypes
  • User testing to validate usability and customer experience
  • Iterate based on user testing findings
  • Internal design reviews
  • Finalise designs / UX Presentation to stakeholders / wider company
  • Development
  • User acceptance testing
  • Analyse results
  • Iterate

Design decisions

  • Mobile first approach
  • Minimal steps involved
  • Make it a simple, easy process
  • Offer easy journey entry points
  • Ensure managing the booking is an easy process
  • Make the process informative so customers understand next steps
  • Inform customers of what happens next by introducing a confirmation screen
  • Add tracking for analysis

Outcomes

  • Successfully launched the smart meter booking journey
  • Customers can book a smart meter installation via their online account
  • Once confirmed, customers can manage their booking online
  • Customers can reschedule, cancel and re-book anytime
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jonathonrchapman@gmail.com