Southern Water is preparing to install water meters in 500,000 households in the next five years and it needs to help its customers understand that meters can help them better manage their water usage, use less energy on heating water, and ensure they pay a fair price for the water they use.
The design challenge is to help customers understand why Southern Water is installing water meters in their homes and design an installation service that puts the customer at the centre and helps them adapt to living with a meter so that they reduce the amount of water they use.
Customer journey mapping
Through visualising the way different types of customers might move through a journey from finding out about water meters, to having one installed, to living with it, design agency IDEO has given Southern Water a basis for creating a user-centric service experience.
Supporting customers through change
To help ensure Southern Water connects with customers at the right time to offer useful service information IDEO has designed a suite of communications collateral. A welcome pack, a simple water calculator, conversations with a member of the Southern Water team and a mobile advice centre are all designed to help make the water meter installation service an enjoyable one.
