Data driven focus
After a thorough analysis of the reasons why people contact Nuon, we identified which primary customer journeys to focus on. Using Design Sprints, we went from very big ideas -which were impossible to achieve within the determined constraints- to slam-dunk improvements that could be executed immediately. And, while we all believed in our ideas, we realise that assumptions are the mother of all f*ckups. Therefor we validated our prototypes with actual real-life customers in order to learn and improve.
While we celebrated the positive response of customers, we knew there was still some work to be done. Like most of our clients, Nuon had limited time to implement improvements, so we helped them establish the right priorities in determining which ideas to pick-up first. This approach led to a rather nice iterative process; no big bang launch (!!), but incremental improvements to an existing product. Big plus: this takes the challenges that arise from user adoption out of the equation, while getting instant results.