British Gas
Service design at the centre of the energy crisis.
In 2023 British Gas was under public scrutiny and at the centre of the energy crisis. Our work began with the service for Pay As You Go customers: among the most exposed to price rises, and historically among the least well served.
It sat inside a wider transformation to make the organisation more meaningfully customer-centred, and our focus widened with it, from one service to putting product and service design across the organisation on a better footing. We established a set of service pillars to move the business from reacting to problems as they arrived to looking across whole journeys and fixing issues before customers met them.
The work laid the foundations for a service-led model, and supported service improvement and cost-reduction programmes alongside it.
The experience a customer gets is decided long before it reaches a screen. Service design is where you change it.
