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.
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.
Save customers time and offer more information about consumption & energy expenditure
Offer a mobile-first experience
Reduce the amount of steps involved
Make it simple, quick and easy to book a smart energy meter installation
Identify customers via eligibility criteria assessment
Complete as many installs as possible whilst scaling internal capabilities
Remove the need for paper/hard copy processes, and remove agent intervention
Offer customers the ability to manage their booking via their online account
Reduce call centre contact
Unlock/offer more self-serve functionality for customers via their online account
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.
jonathonrchapman@gmail.com