ABOUT

HomeServe needed a partner who had deep expertise in designing customer experiences that not only better served their existing customer base but also helped them to reach completely new ones.

We’ve worked with them to completely re-imagine how their customers manage their policy, claims and repairs, develop a better onboarding experience for connected home users and launch an entirely new digital proposition for the landlord market.

An effortless home assistance experience
HomeServe’s mission is to provide every householder with effortless home assistance. We worked with their customers to understand their needs around diagnosing issues, making a claim and booking an engineer. We discovered that, particularly during a distressing home emergency, the last thing customers wanted to do was to interface with a call centre. There was also a lot of anxiety around engineer ETAs. We worked with them to develop a new mobile product that would allow customers to talk to an expert, diagnose common issues, make a claim and book and track an engineer right from their smartphone or tablet.

- The Results
* A completely new way to manage your home prototyped, tested and validated with HomeServe’s customer base.
* An experience that benefits HomeServe and the customer in equal measure through a reduction in call centre volume, engineer ETA queries and effort.