Improving customer validation process for UK Power Network’s 8.3 million users

Context

Tangent have been partnered with UKPN since 2019 and delivered various customer initiatives, most importantly the refreshed digital interface and architecture of the core public facing website.

Now, Tangent are responsible for a new Customer Experience Board with the mission to ensure all UKPN web initiatives protect the brand style, underlying technologies and user experiences to maximise efficiencies and deliver a consistent end-to-end experience.

Challenge

After a series of new initiatives and discovery journeys to enhance the customer experience at UKPN, it became apparent that different methods and approaches were employed across the business. After auditing their digital estate and interviewing key stakeholders, we identified inconsistent experiences across products and found varying levels of expertise within the business for validating customer problems.

The high risk nature of the industry and needs of vulnerable customers showed this to be a vital area to rethink how we triage and expand our support to siloed departments.

Outcome

Improving organisational culture and change management process by providing guidance and consultative triage to ensure product solutions are validated with a high confidence for success.

I developed customer validation guides based on processes we have successfully employed for UK Power Networks to help self-serve internal stakeholders.