Collaborative Journey Design

E.ON Hungary were new to user journey design and wanted not only to build on the work that their Colleagues in the central CX team had done on the current state, but to work with us because of our commitment to pass our skills into the team so they could become self sufficient going forwards

Challenge

• The solar market was experiencing significant growth and the current process was not designed for such demand
• Legislative environment made it difficult to envisage change and to work collaboratively with suppliers

Solution

• We created a cross functional team including field engineers - the first time this had happened - to focus on the to be journey
• The journey was shortened from 7 stages to just 3 and mapped into functional, accessible & emotional components
• A High level delivery plan was created broken down into three key phases to move from As Is to the new journey

Outcome

• The new journey was significantly more cost effective to deliver and scalable to meet the growth expectations
• A digital journey was also created - something that was not felt possible at the start of the project
• The team went onto to tackle another journey with us acting as mentors/guides using our frameworks
• NPS improved by more than 40 points in the following period

“For me the best bit of this project was the double thumbs up we got from the Hungarian business unit lead when we collectively presented the journey, business case and high level change plan. A first apparently" Simon Norrie, Co-Founder, Custerian