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British Gas
  -    -  British Gas

British Gas

A service design mindset - using tools and techniques like user interviews, design sprints, future state mapping, and service blueprints to focus on and champion customer needs and pain points within the business.

The approach

Using an evidence-based approach to design, powered by British Gas' onsite testing lab. The result of was simple - the product is driven by the customers and their needs. Collaboratively working with over 20 product teams across digital self-service and sales, organised around the key jobs the customer needs to get done.

User mapping interviews to gather insights with other product teams

Qualitative user research

With our product team tasked with delivering a completely new feature to the British Gas customers we had nearly no quantitative data besides call volumes. Using the British Gas in house lab we could quickly and effectively gain qual data to establish users mental models through card sorts and structured interview techniques. Once identified the users needs it we moved onto creating fully working prototypes using inVision for customers to test for us. This was a unique experience to most teams as the whole product team was involved in moderating and observing the session, truly integrating all members of the team into the user-centric thinking.

Design systems, Guilds and belonging

As my role of Lead Product Designer I was tasked with ensuring continuity throughout British Gas portfolio of products and services. Pivotal in the adoption of implementing a new bespoke hierarchy. My approach was a small series of test to prove value. We self initiated weekly team guilds and workshops to ensure communication between product teams and shared resources such as the British Gas Design System ``Nucleus``. Through a series of workshops we had established and identified key tactical ``How Might We's`` that could span across all teams and deliver value to the business.

British Gas

January 2019
Role — Lead Product Designer
Client — British Gas (Idean)

Category
Date
June 1, 2019