John Lewis – Bristol area trial
John Lewis is currently running a trial in the Bristol area offering an Energy Efficiency advice service, home assessment and installation of a selected range of improvements. We developed a set of tools to help them take customers from initial engagement to a point where they are able to make a decision and install improvements. A customer facing ‘energy efficiency calculator’ tool is available on their website and in store at a touch screen terminal. It allows users to explore their options for improved energy efficiency in their own time and see the products that John Lewis are able to offer, when ready they can request a home visit from a John Lewis assessor. Further to this a more detailed assessor tool is used as part of a home visit to generate a more detailed report and to aid the assessor in discussing the options that might be suitable for the household.
See the customer tool here.
The client’s experience
“We initially looked into the possibility of having an Energy Advice Tool as part of a trial to offer energy efficiency advice to our customers. Customers have different appetites for their own research and many want to do this online so an Energy Advice Tool was critical to our proposition.
There were a number of features we required from the tool, the main ones were:
- easy for customers to use
- minimal barriers to getting started and the ability to get to some suggestions as quickly as possible
- ability to fine-tune and customise suggestions if customers wanted
- advice focused on specific measures if that is where the customer was starting from
- ability for customers to save results and return to them
- an enhanced version of the tool for use by qualified energy assessors that integrated with the customer front-end
The process of getting the tool up and running involved a lot of detailed thinking, but no more than expected. The Energy Saving Trust, Solstice and ACE were able to follow an agile development process which definitely helped.
Now that the tool is up and running it is being used as part of our trial offering in the Bristol area, it is fulfilling a number of roles:
- allowing customers to research appropriate actions for them to take
- providing advisors with a structure to offer initial advice conversations with customers
- allowing assessors to generate assessments and keep a record of the advice given
A key benefit we have seen from having the tool is that we have a structure for customer conversations in a new area, and a record of assessments and advice given to customers.”
Rob Martin, John Lewis Plc
Tags: Energy Advice Tool
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