E.On had identified that customers were likely to switch their supplier during a home move. The existing process for notifying E.On of a move was complex and primarily transacted via telephone. As part of the channel transformation strategy there was a desire to get more customers transacting online, including their home move.
We were asked to develop a digital customer experience and screen designs to support this priority project.
We conducted a detailed discovery phase to understand the business processes, customer pain points and channel integrations so that we fully understood the home moves process. We conducted a competitor review and identified out-of-sector beacons that mastered similar processes online. This dedication created strong professional relationships with important stakeholders and established a position of knowledge.
We delivered a transformational home moves digital strategy which detailed the ideal customer journey online. This included essential business processes and supporting channels. An experience map was developed which aligned with E.On’s other digital developments. By suggesting a modular approach we were able to cater to many more customer scenarios than a linear process.
Together with E.On’s retained creative agency, we developed screen designs and assets for the in-house IT team to use to create the digital home moves experience.
Several improvements were made to the live home moves forms which removed customer pain points and facilitated better processing of home moves notified. By adding some promotional elements on the site to attract the attention of movers we obtained a 30% uplift in click-through rate to the home moves pages.