Rewinding back from 2020’s 5M customer base, we worked with OVO Energy leadership when they were a young upstart, boot-strapped and had 300k customers.
We knew the category mobile experience was ripe for disruption, as energy competitor offerings were flat meter reading apps - a proverbial “sea of same” in the market. OVO had a dated web app that was aging quickly and suffering from poor reviews - at a time when they were starting to win their first customer service excellence awards.
There has to be a better way.
Our team helped OVO develop a vibrant brand and customer app to do justice to their positioning of challenger with strong environmental credentials. We worked closely with their founder and c-suite leadership team to reimagine what their brand should offer in the moments that matter.
We had a lightbulb moment when researching with customers the process of taking meter readings to get accurate bills. Consumers were blindly stumbling in understairs cupboards or creeping around cobwebbed outhouses looking to jot down a long series of digits. This was a mobile moment in need of rescuing. So we added a market-first delighter: a torch button in the app for when customers were keying in a reading.
From start to finish in 8-weeks, we transformed the experience and had OVO in-market with native apps on Android and iOS. Conversational interfaces, speedy and secure data services, FAQs and much more were now quick and simple for the OVO customer to engage with.
We constantly improved the features and handed the app to the internal team who ramped up to continue the evolution. The app helped save £1m in year one and picked up awards such as being named a Wired Icon.
Employee experience transformation to give media planners 20/20 vision
MicrosoftEmployee experience transformation to give media planners 20/20 vision