UK Power Networks @UKPowerNetworks has launched a new digital mobile responsive web application.
The new experience, which was tested with over 250 customers, can be found here. The site was co-designed with a range of customer groups, ensuring that customer feedback was looped into all design iterations.
Delighted to announce the launch of the new @UKPowerNetworks mobile responsive web app designed by @ThisIsTangent. Read about the project in more detail here https://t.co/F2waoM1cjC. #uxdesign #digital #CustomerExperience
— Tangent (@ThisIsTangent) April 13, 2018
The work includes a complete overhaul of the online steps a customer would go through if they experience a power cut or require a new (or a change to their existing) electricity connection.
A mobile-first approach was taken so that customers can easily connect with UK Power Networks in a modern and convenient way. The launch follows a collaborative design process between customer experience studio Tangent and UK Power Networks, working together since late 2017.
One of the focuses of the new power cut digital journey is to give UK Power Networks customers a choice over their preferred communication channel. The new experience provides a one-click, direct and personalised view of the power cut in their area, removing the need for them to contact the call centre.
The new service provides customers with all the information they would receive if they picked up the phone: info and updates on when power is expected to be back on, how many customers have been affected, the postcodes affected by a power cut and how many customer calls have been received about a specific power cut.
A new power tracker provides customers with real-time information on what’s happening during their power cut.
The timeline displays when a power cut is reported, when engineers are expected on site to fix the power cut, and the estimated time for power to be restored. The tracker is also linked to a text messaging service so that customers can get the latest information from the customer service team online.
The new experience also saw the re-design of the journey for those customers wanting to request a UK Power Networks connection service, such as installing a new electricity connection or moving an electricity meter. The new journey allows customers to quickly identify their use case: from domestic users needing a one-off project to commercial builders having an on-going relationship with the utility company. This involved a complete review of the current site structure, wayfinding and navigation that ultimately saw Tangent design a suite of 32 new modular components and 17 form elements.
Toni Calder, Marketing Communications Manager at @UKPowerNetworks said: “Technology is advancing at a pace and we are seeing our customers increasingly use mobile on the go, and communicate with us using a range of online channels. Our customers expect a personalised service that is easy, quick and available round-the-clock.
Tangent have been instrumental in testing new ideas with our customers and delivering an industry leading innovative online journey for our customers to use during a power cut. Our recent work with Tangent, along with internal experts and suppliers makes great steps to improve the satisfaction of our customers. ”
Oli Green, Managing Partner at @ThisIsTangent said: “We’re absolutely thrilled to be working with UK Power Networks.
Our brief to deliver market-leading innovation with a customer-led approach at its core, sits perfectly within our strategic and consultative offering in experience design and creative technology. We look forward to rolling out a cutting-edge digital experience for all UK Power Networks’ customers”.