Through rapid validation, close collaboration and short iterations, our multidisciplinary teams provide strategic thinking that is relevant and implementable. Our custom lean agile delivery processes ensured transparency and predictability, building on the foundations of a test and learn approach. Concept prototypes were built and tested with customers, to further identify pros and cons and to align business objectives with customer behaviours, needs and pain points. Based on that work, the team built out a target persona, Ciara, and we built a high-level idealised customer journey showcasing how each of those propositions could work in a real-life, end-to-end journey where a customer could use each of the products and what were the different touch points. 

Our solution focused on providing users with a clear and concise payment and account management journey. We developed a contemporary, extensible new design across all form factors that enabled customers to move from one channel to another, effortlessly. Feedback suggests the new approach is well-liked by customers and provides users with a greater level of support throughout a range of transactions and account management functions.

Our work for British Gas goes beyond simply delivering a product. We’re driving channel shift and fundamentally changing the way in which Centrica is able to communicate with its customers by enabling them to self-serve when appropriate rather than pick up the phone and speak to someone in a call centre.