UK Power Networks has launched a mobile responsive web app. The site was co-designed with a range of customer groups, including 250 customers in total, with customer feedback taken into consideration for all design iterations. The launch follows a collaborative design process between customer experience studio Tangent and UK Power Networks, working together since late 2017.

The work includes a complete overhaul of the online steps a customer would go through if they experience a power cut or require a new electricity connection, or a change to their existing one.
On power cuts, the web app provides a one-click, direct and personalised view of the power cut in their area, removing the need for them to contact the call centre, but providing all the information they would receive if they picked up the phone. This includes information and updates on when power is expected to be back on; how many customers have been affected; the postcodes affected by a power cut; and how many customer calls have been received about a specific power cut.

A new power tracker provides customers with real-time information on what’s happening during their power cut. The timeline displays when a power cut is reported, when engineers are expected on site to fix the power cut, and the estimated time for power to be restored. The tracker is also linked to a text messaging service so that customers can get the latest information from the customer service team online.

The new experience also saw the re-design of the journey for those customers wanting to request a UK Power Networks connection service, such as installing a new electricity connection or moving an electricity meter. The new journey allows customers to quickly identify their use case, from domesticusers needing a one-off project to commercial builders having an on-going relationship with the utility company. This involved a complete review of the current site structure, wayfinding and navigation that ultimately saw Tangent design a suite of 32 new modular components and 17 form elements.
“Technology is advancing at a pace and we are seeing our customers increasingly use mobile on the go, and communicate with us using a range of online channels,” said UK Power Networks marketing communications manager, Toni Calder. “Our customers expect a personalised service that is easy, quick and available round-the-clock. Tangent have been instrumental in testing new ideas with our customers and delivering an industry-leading, innovative online journey for our customers to use during a power cut.”