ASX-10 energy retailer
Design Lead
Product Design
Legacy Systems

Removing 29 steps from a regulated experience to achieve 84 NPS.

The CEO of an energy company in the midst of a digital transformation tells their shareholders that customers will be able to move their energy plan in less than a minute.

The current process needs answers to 32 questions to complete this process. You have until June 30.

    ROLE
    Design Lead
    YEAR
    2017
    TIMEFRAME
    6 months
    KEY LEGISLATION
    National Energy Retail Law (Victoria) Act 2015
    DELIVERABLES & ACCOUNTABILITIES
    Service blueprints, interviewing, workshop facilitation
    IMPACT
    CEO's market commitment achieved met, NPS of 84
2 min read · This case study contains no sensitive information · Last updated 21 Feb 24
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Setting up electricity billing is a complex and slow process. Delays are common, often due to bad data management within the industry.

We knew going in that this project would be limited by legacy systems. We were very much building a reimagined front-end experience over what already existed.

We also had to be aware of consent (agreeing to an electricity plan is held to the same standard as agreeing to surgery, weirdly) and that our solution shouldn't affect cost-to-serve.

The old move experience required more than 30 points of data to submit a request.
It also forced a lot of effort onto every single applicant - many only needed to answer three questions, not 32.

We moved the 29 unrequired data points from the application into a "tracker" so that problems would be dealt with in real time.

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This gave every customer the perception of a personalised experience.
Users could solve problems on their own. Many moves had no issues at all.

The new process launched to great success,achieving a market-leading CSAT score of 84. At the time, the energy industry was averaging a score of 8.

This experience was considered a successful and important piece of the overall transformation project.

This was a great project to be involved in, I was involved from ideation through to solutioning and go-to-market strategy.

Want to learn more?

If you'd like to chat, you're more than welcome to book a 15-minute catchup.
Otherwise, feel free to learn about how I helped bootstrap an app that might cut your taxes by more than $1,000, how I used service design to accelerate a FMCG innovation pilot or see a mix of product and service design in another, also highly regulated, industry.