In card editing
Simple animation to show proof of concept
Insights into outcomes
Around 40% of boiler faults are corrected by a simple reset
Overview
Insight: “Around 40% of boiler faults are corrected by a simple reset”. Take this insight and look at ways we can disrupt and improve the digital journey for booking an engineer.
Team
Working closely with the BA and armed with a boiler manufacturer/model customer dataset, we engaged in round tables about could ad should an MVP look like.
Pain point
- Customers can wait weeks/months for an engineer. When in reality over 40% of boiler faults can be resolved by a simple reset.
Business need
- Free up appointment space for those who are in real need. Engineers more available for high priority customers.
Ideation
Ideas for impactful disruptive messaging within the book an engineer journey.
User base coverage
Fleshing out what the MVP could like:
1. What percentage of boiler manufacturers and model numbers should we cover for the MVP?
2. What do these percentages mean for the number of model numbers we can cover in 'help to reset'
The MVP on paper
Appetite testing
Do our users want this?
The Help & Advice team wanted to test their new ‘Contextual Help’ component. By collaborating with them to add a feedback section, we were able to test both the Help component and our own appetite experiment all in one go.
Appetite test = Success ✅
47% of users said the would try and reset their boiler to see if that fixed their problem.
The MVP
Help to reset your boiler
When booking an engineer, users would have the option of getting instant help to reset their boiler, reducing the need for a percentage of engineer callouts.
MVP to cover 19% of BG customers boilers
The boiler list includes 12 of the most common boilers.
Worcester boiler example
Boiler diagram with reset instructions and feedback component for the continuous improvement of experience.
Glow Worm boiler example
Boiler diagram with reset instructions and feedback component for the continuous improvement of experience.
Reducing calls
Book an engineer
Overview
At a time of crucial Digital Transformation for BG the business's main ask of the Product teams was to reduce calls into the call center. At this time there were 25k calls each month attributed to the Book an Engineer online journey. The call data (reasons for calls) was unfortunately only 10% accurate.
Team
- Working closely with the Product Owner we started looking at some key areas of the journey that we thought could be deemed ambiguous and cause friction. By listening to live and recorded calls, we were able to determine whether our assumptions were correct. This marked the beginning of a task that focused mainly on the display and clarity of written content.
User pain pont
I'm unable to book my annual boiler service with British Gas online because the website indicates that it's not due yet, even though I had it around this time last year (similar to a car's annual service). I'll have to call Customer Services to enquire. Unfortunately, the setup and capacity of British Gas Engineers doesn't allow for this, due to factors such as priority calls and bad weather.
Business need
Eliminating/reducing a customers' propensity to call when they want to find out when they can book their annual service. Reducing British Gas engineers 'Cost To Serve' by reducing calls.
Your next service visit messaging – As is
Hypothesis: The current messaging, 'Your service visit is not due’ is ambiguous. Can we offer customers more information to reduce their propensity to call?
Your next service visit messaging hover
‘Find out more’ hover messaging for further clarification and explanation.
Your next service visit messaging – To be V1
The flat hierarchy of messaging made it difficult for users to identify key information, leaving them unsure about what to do next. Most participants said they would call for further clarification.
Test 1: 6/7 participants said they'd call BG – FAIL ❌
Your next service visit messaging – More info overlay – To be V2
A continuation of the ‘We’ll be in touch…' theme to emphasise this crucial point and the inclusion of messaging hierarchy with subheadings, bullet points and a more impactful 'There’s no need to call us’.
Test 2: 3/7 participants said they'd call BG – FAIL ❌
Your next service visit messaging – More info overlay – To be V3
To set clearer expectations, we introduced the line “Where we can, we’ll service your…”, ensuring customers weren’t misled or disappointed. We also defined the contract’s start and end dates and added “There’s no need to call” messaging to provide reassurance and minimise avoidable calls.
Test 3: 4/7 participants said they'd call BG – FAIL ❌
Your next service visit messaging – More info overlay – To be V4 FINAL
Adding further clarity to the heading from what we learnt in the final testing session.
Test 4: 1/7 participants said they'd call BG – PASS ✅
