The story

The energy crisis affected everyone in the UK, especially struggling customers. EDF was commited to help struggling customers by making it easier for customers to sign up for a smart meter.

At the same time, EDF was going through a backend replatforming to ensure greater flexibility and velocity.

Goal

To improve and redesign the current smart meter digital appointment booking tool to make it easier for people in need to sign up - in line with user and business needs based on evidence.

Measuring success

% Reduce errors
% Reduce time to log resources
% Improve documentation
% Reduce costs

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Design Process

Our team followed a combination of the double diamond and design thinking frameworks to understand the problem and create a solution to reach the desired outcome in a collaborative way.

My responsibilities

Planning

Stakeholder interviews

Define the high level user journey with the persona in mind

User journey workshop

Ideation - Crazy 8s

User flow diagram

Prototyping

Usability test

Iterate

Handover