GENERATING A LEAD
SIMPLIFYING A PAINFUL PROCESS
PROBLEM
When British Gas engineers book an appointment / generate a lead / up- sell, they currently have to phone a call centre to log the lead. This can take up to an hour - creating frustration for the customer and engineer.
APPROACH
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Engineer and call centre interviews
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Sketching workshop
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Process Flows / Decision trees
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Competitor analysis
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Prototype Design
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Lab and field testing
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Analytics implementation and review
OUTCOME
A painful and lengthy 30 - 60 min process for customer and engineer was simplified to 2 minutes. Engineers can self-serve removing reliance on call centres. The initial PoC proved so successful that it was quickly scaled from 100 engineers to 8000.
CLIENT RESPONSE
"Manuel had lots of good ideas on how to improve the user experience by making it simpler and logical without making it more costly to build"
Tim Green - Product Owner - Employee Experience Consultant at Centrica










