HOME ENERGY MANAGEMENT

RESEARCH AND SERVICE DESIGN

PROBLEM

Centrica British Gas is looking to install solar panels and battery systems in people's homes in line with their long term strategy to help customers manage their energy usage, lower their carbon footprint and save money. Our remit: understand the technical, business and customer challenges of such an installation..."please design the installation journey for our customers and the business."

APPROACH

  • Story mapping workshop with SMEs

  • Stakeholder interviews

  • Process flow design

  • Qualitative Research 

  • Ethnographic Research Study

  • Service blueprint design and report

  • App user testing and reviews

OUTCOME

British Gas is a premium energy supplier. Customers trust the brand and expect service excellence. Meeting customer's high expectations for a seamless solar and battery installation means the business needs to invest in the latest technology to facilitate remote home visits. "Relationship managers" are needed to coordinate all site installs, logistics, customer handholding and aftercare to ensure customers are supported and reassured throughout the install journey.

CLIENT RESPONSE

"The Accelerator Hub was great at helping us take new technologies for Centrica - Home Solar and Batteries, (Home Energy Management) and look at the recruit to install journey from the end user perspective, as well as creating usable information artefacts as part of the process. Many thanks to Manuel, Ria and Zahir."

Neal Cody - Head of HEM Technology - T&E Group

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