PARTS TRACKING
BUSINESS SOLUTIONS VS END USER ADOPTION
PROBLEM
British Gas did not track parts and peripherals once they left their National Distribution Centre (NDC). This results in parts "going missing" and inefficiencies in parts ordering with losses estimated in tens of millions each year. Engineers adoption is crucial to the success of any solution.
APPROACH
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Engineer and NDC interviews
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Sketching workshop
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User flows
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Prototype Design and PoC
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3 month Lab and field testing with 18 engineer participants
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Analytics implementation and review
OUTCOME
In working with engineers who are skeptical of monitoring applications, we were able to include helpful features in Sonar (parts tracking app) and CMS web app ensuring user adoption. A savings of over £114 000 000.00 is
projected over a 3 year period. This is a
direct result of tracking and accounting
of all van stock. With analytics tools
British Gas is able to forecast what parts
are needed in which region and order
stock accordingly. The final app was released in late 2019
CLIENT RESPONSE
"A big thank you to the Penguin Field Apps Team. It's amazing how quickly the team was able to work with engineers and the NDC to design, build and test the right solution"
Tim Green - Product Owner - Employee Experience Consultant at Centrica
