With about one million online users, one of the UK’s biggest energy suppliers wanted to provide its customers an easy way to give meter reads by installing smart meters in their home for free. However the booking for smart meters installation was low which led to either estimated reads when customers forgot to give meter read or incorrect meter reads. The project explored ways of increasing smart meter installation bookings.
I lead the user experience on this project. My role was to research the reasons for low booking rates and high contact rates with the customer service and translate the insights into designs that would solve the problem. I worked with two front-end developers and two back-end developers and a product manager for the project.
Measured two weeks after launching the app (The following figures are indicative and not company data. This is to protect company data.)
As a team we decided the success criteria for the project
An native app for mobile users where users could cancel and rebook appointments thus decreasing the calls to the customer service and also get reminders for the appointment
Mixpanel is a tool that gives data insights about customer interaction on the site (The following figures are indicative and not company data. This is to protect company data.)
Fullstory is a tool that records user interaction with a website or portal. To explore user interactions I viewed 50 videos. The insights were:
We had a speech analytics tool that would analyse calls from the customers. (The following figures are indicative and not company data. This is to protect company data.) The insights were:
To understand the service better and find more opportunities for improvement I ran a workshop to map the service of smart meter booking and installation. The team members included a marketing manager, customer service manager,smart meter engineers , development team, user experience designer and a product manager.
I tested the designs early on with 10 customers who had not yet booked a smart meter. There were few issues with copy like “Tell us how your meter will talk to us page.”.
It was not clear if meter will talk to the customer or OVO, which worried the users.
Measured in January 2020 - 2 weeks after launching the app (The following figures are indicative and not company data. This is to protect company data.):