Services
Product design · Service design · UX research · Growth & partnership strategy · Cross-functional collaboration (engineering)
Description
Impact
Now live beyond the original customer base, with real household case studies from an ongoing retrofit pilot
~20% valuation uplift for homeowners who decarbonise
1.7m mortgage customers with access targeted for the E2E platform on Day 1
6 energy specialist partners integrated across assessment, grants, and installation
Customers didn't trust generic energy advice, affordability was the real decision factor, and everyone wanted a different level of control over the process.
01
Trust & Transparency
Customers felt a lack of trust and transparency around the advice they were given, and were wary of energy partners who seemed to only care about the sale. Research showed what would actually fix this: genuine choice rather than a single default path, impartial advice they could rely on, and recognisable partners they already knew and trusted.
02
Affordability Was the Deciding Factor
Cost was a huge factor in whether customers acted at all, and unclear pricing was enough to stall the decision entirely. Grants, financing options, and estimated costs needed to be visible early, not buried at the end of the journey.
03
What Research Revealed About Control
Some customers wanted a white-glove, fixed-cost service, while others wanted to stay in control and find their own installer through trusted platforms or personal recommendations. A single rigid path wouldn't fit both, the service needed to flex to how much control each customer wanted to keep.
I designed the end-to-end journey, built the partner ecosystem behind it, and set the roadmap so it could scale beyond MVP.
01
Service & Platform Design
Designed the end-to-end customer journey and platform needed to deliver a genuine one-stop-shop solution, starting with just a postcode and building toward a fully personalised plan. Accelerated the pragmatic tech build to get a working MVP launched fast, grounded in frequent research with both users and senior stakeholders.
02
Growth & Partnerships
Facilitated a growth and partnership journey to source, land, and manage partners across the ecosystem, from assessments through to installation and financing. Developed an MVP engagement strategy that created clear triggers for the marketing activities driving customers into the service.
03
Scaling & Long-Term Strategy
Supported handover and scaling of the tech build, enabling further development by the in-house team, including suggested roadmap items. Defined long-term OKRs and KPIs so the platform had a clear measure of success beyond the initial launch, a foundation that later let the service expand beyond its original customer base.
