British Gas is transforming away from being a traditional utility provider to a technology driven energy and services company. Our audiences are British Gas customers holding one of Home Care service products that requires annual safety checks on their boiler and central heating at home. Track and Manage team helped British Gas establish online tracking service and reduced the cost on phone inquires by 70%.
British Gas is transforming away from being a traditional utility provider to a technology driven energy and services company. Our audiences are British Gas customers holding one of Home Care service products that requires annual safety checks on their boiler and central heating at home. Track and Manage team helped British Gas establish online tracking service and reduced the cost on phone inquires by 70%.
Insight
Customer wants a reminder and needs regular updates with engineer's ETA.
Data uncovered that calls from customers are dramatically increasing on a day before their engineer's visit. Team's first mission was to define and build a minimum viable digital service to meet customer needs on answering 'Where's my engineer?'.
We believed that we can assure customers by showing them how their appointment is progressing in a single timeline from booking to engineer's arrival.
The design for MVP tested well, and we've also learnt that customers expect to receive SMS updates in realtime. We crafted 5 real time text messages and launched in 50 postcode areas in South West England.
Refine
From process driven terminology to customer centred language.
Following a user lab study, we've realised that the terminology on the appointment progress bar is not clear to users.
Further research study was carried out for quantitative data analysis. We've redefined terminology that makes sense to customers. The sequence and number of appointment status are also changed to provide more assurance on tracking.
Explore
Understand engineer’s mental model, pain points and workarounds in the field.
Behavioural observation practice such as shadowing is a great way to understand engineer’s mental model, pain points and workarounds in the fields.
Most challenging tasks for engineers are:
1. Get more jobs and sell more boilers!
2. No trust on Plan and Dispatch process
3. It costs time and money to figure out the truth
4. Conflict between engineers in different area
5. IA and usability to improve on Engineer Work Bench
Convergence
Service blueprint from booking an appointment to completion of engineer's visit.
Service blueprints help align teams, create a shared understanding, and pinpoint redundancies and possibilities.
Toni conducted a series of blueprinting workshops with stakeholders and produced a holistic end to end journey for Book, Track and Manage activities.
It was received as a great show case of human centred approach to build omnichannels and cross-functional efforts within the digital self-service products at British Gas.
What's next
Enable customers to manage Customer Checklist online.
Transforming a paper format of job report to a digital journey will inclease brand value and customer retention.
Copyright ©SingBlue 2019. All rights reserved.