E.ON Next: Service design for an end-to-end billing service.
Mapping out the billing customer journey across all digital & communication touch-points to identify opportunities for alignment & boosting customer satisfaction.
Brief
Understand & map out the EON billing experience across all customer touchpoints, identifying pain-points & opportunities to improve the billing NPS score. Identify high value needs for online digital bills.
Approach
Analyse customer NPS & feedback responses on billing. Map out the billing cycle with all customer interactions & touchpoints across all channels. Assess customer understanding of energy bills + gather needs for a digital billing service. Run stakeholder workshops to prioritise pain-points & identify initiatives.
Outcome
A visual screen flow of the entire billing journey, joining up multiple touch-points into a single user journey for the first time.
Stakeholders across the business from digital to operations could work & plan from a single reference point for the customer experience.
Customer journey mapping
Working with expert stakeholders to understand how the billing, system & cycles work for different customer groups. Simulating & then mapping out key screens for the end-to-end billing journey for a range of different customer account types. Quant data from various sources was overlaid onto these journeys.
Outcome: A transformational exercise for the cross functional billing group, that matched up customer complaints with specific scenarios within the billing cycle.
Top pain-points prioritisation workshops
A workshops with senior stakeholders from across the business to review the biggest billing pain-points, and asses each in terms of customer impact & complexity to address.
Outcome: A number of initiatives & strategies were identified. Departments from across the business were focused on a discrete number of core problem areas.
High impact initiatives priritisation workshops
A number of very specific changes were identified that could be run as experiements to boost billing NPS in areas where it was weakest. These were reviewed, prioritised and actioned with senior stakeholders from the billing steering group.
Outcome: A set of specific changes that could be taken forward and tested almost immediately.
Digital billing user needs
Design research sessions & several online surveys with EON customers to understand how bills are used, what the biggest issues are & what customers would like to see in an ideal interactive bill feature, including an exercise to sort & prioritise a set of potential digital features.
Outcome: A set of billing user needs & problem scenarios, where an interactive & educational digital experience could replace a phone call to customer services.
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