Tangent

Design. Engineer. Optimise.

London, United Kingdom
Founded: 2001
Staff: 90
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Skills
CRO
Customer Experience
UX Design
Data Analysis
Product Development
service design
Chatbots
Insights and Strategy
Digital Products & Services
Data Strategy

and 6 more

Clients
SKY
Freesat
SAP
UK Power Networks
Taylor Wessing
Peak ai
Decibel
Wolseley
Egis
LCCI

and 4 more

Sector Experience

Utilities
Membership Organisations
b2b
Law
Technology
FMCG
Fashion and Beauty
Travel & Hospitality
Financial & Professional Services
Property
Less

UK Power Networks

by Oliver Green

With over 8 million domestic and commercial customers, UK Power Networks enlisted Tangent to help transform its digital presence and put customers at the heart of the process.

Requirements: Our three-month discovery phase identified both business and user requirements. This included analysing thousands of comments and survey responses, interviews with all customer segments and gathering business needs from key stakeholders.

Personas: UK Power Networks’ customers range from households looking for a one-off service to commercial builders with an on-going relationship, each requiring specific content and functionality. We developed personas to identify the tasks and goals each group is looking to complete, and how the website could help achieve their objectives.

Customer Journeys: From here we produced an in-depth breakdown of existing journeys, visualising customer interactions and touchpoints. This allowed us to identify opportunities to enhance their journey off and online, setting the vision for UK Power Networks’ optimal customer experience.

We tested multiple navigations with over 200 users through Tree-Jacking, a tool that helped establish the optimal Information Architecture for the site. Based on our findings, we enhanced the preferred route to ensure all content could be found in the fewest clicks possible.

Read more here

Tags

UX / UI Design
Branding Design
website
App Design
customer experience
digital design & build
personalisation

Clients

UK Power Networks