In this project, the team went through the first part of the Koos approach – Understand and Imagine.
We started with explorative research, conducting in-depth contextual interviews and service safari through self-observation, looking for the essential needs, activities and customer pains as input for the current customer journey.
By mapping out the current experience in an explanatory visual, we got an overview of insights. For customers, the critical moment in requesting a smart meter is the consideration phase. Also, we found that the intrinsic motivation to request a smart meter via a priority placement was the environment, money saving or a combination of them. We used this customer journey to improve and digitise the experience from a customer perspective.
We designed the ideal customer experience using a co-creation session, in which we devised ideas based on the current situation. The concepts were prioritised and merged during an assessment into the desired customer experience.
The next step was diving into the UX Design Sprint, where we worked the digital application process to a working prototype in a sprint. Employing a prototype, we tested the three service innovations and the expected value for the customer.
Afterwards, the team presented Liander a report consisting of a visual summary of the process and the outcomes, which was transferred to the organisation for further development.