POWER AND UTILITIES

Re-imagining the Start, Stop and Transfer Services for a Major Utility Provider

Credits

Design Team: Daniel, Lee, Dan, Alex

The future is self service

One of the biggest providers of power and utilities in the East Coast were looking to digitise their service changes portal which currently relies heavily on offline communication between their customers and customer care executives.

The aim was to reduce calls and empower the customer with relevant information to place the requests online. The user experience was re-imagined for both commercial and retail customers.

Start Service

Existing and/or new customers can start a new service using a process that provides clear instructions and requirements.

Stop Service

Customers can stop all services for a given account.

Transfer Service

Customers can easily transfer or move service from one premise to another.

Request Flows

Given the complexity of the flows, first task was to chart out each service request step. The trigger for all remains the landing screen. Subsequent steps in the information gathering process were simplified per request and authentication status.

Performance Results

In 6 months of the new designs being live for customers, huge change in the completion rates could be seen. The biggest change being noticeable in the Transfer Service requests.

252%

Stop Service Completion Rate

14.29% in April '20 to 50.3% in April '21

135%

Start Service Completion Rate

18.4% in April '20 to 43.2% in April '21

8.7% in April '20 to 41.8% in April '21

~300%

Transfer Service Completion Rate

Future Scope

Continuous usability tests and conversations with customers revealed interesting insights. Some of the functionalities forecasted for the next phase emerged from these tests.