In card editing
Simple animation to show proof of concept
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 ✅
