A large gas and electric utility company was struggling to scale and address rising customer requests stemming from a steady housing boom and seasonal weather events. Immersive research with customers and employees, customer journey mapping and service blueprints highlighted long customer wait times, extended total time to completion, manual processes, siloed systems and data, and growing service request backlogs.

Manual processes and siloed data caused cost increases, growing service request backlogs and a poor customer experience. Our team mapped and analyzed the current state, captured a North Star vision and scoped the MVP product with variations for different customer types. Capturing cost of delay and total impact allowed us to project ROI for potential paths forward and create a dashboard for the product owner to monitor KPIs and OKRs. The team co-created, built, piloted and released the product that is in use today for scheduling gas-related appointments and online payments. A roadmap captured the expanded use of the platform for a broader set of services.