Centrica: British Gas.

Insurance Product

The problem.

British Gas had a lot of legacy systems and a site that had been built up by over a number of years by many teams working in silos. This project meant creating a new, user-centred journey, using new design components and two back-end systems (One from British Gas and one from an external insurance broker).

This project began by looking at how we might integrate a number of British Gas products for a Home Protection product. Including Home Services for repairs, Insurance for protection if something went wrong and Hive devices for prevention.

The project required the creation of three journeys. The first, for insurance brought through British Gas directly. Secondly, for customers buying through price comparison websites. Lastly, a wider package of home protection.

My role.

Initially, I worked as the only Designer in a scrum team. This required running a number of workshops to understand customer problems and the expecatations of the business team.

Working closely with a Systems Architect and Engineers to map the requirements of two systems. Then collaborating with front and back-end developers to make sure we created the best experience possible.

Deliverables included a customer journey map, designs and prototypes for customer interviews and usability studies. This then moved into creating full designs with a second designer.