Hive Installer Club

Research and Discovery

Conducted in-depth interviews to gain a comprehensive understanding of the user group, their motivations, and challenges. I identified the factors that initially drove them to join and remain within installer networks.
Analysed competitor installer networks to identify their strengths, weaknesses and competitive advantages. This analysis provided valuable insights into the market landscape and other potential opportunities for our organisation.
Created an current state map of the stand-alone existing installer journeys to pinpoint pain points and gain points. This visualisation allowed us to identify areas for improvement and optimise our processes.

I worked with the product and commercial team to develop a value proposition, problem statements and subsequent “how might we” statements.
Facilitated a concept ideation workshop, which resulted in a storyboard exercise, working closely with product design to create a concept prototype for testing.
Conducted concept testing with Installers and produced a report to inform the next stage of design.
Created a future service blueprint across the Installer lifecycle considering the Installer, Hive customer, operations and technical aspects in order to create seamless journeys that support and reward the installers.

The Hive Installer Club went to market at the InstallerSHOW in June 2025.

Showcased the App prototype and gathered large scale feedback and insights through Guerilla testing.
After synthesising the results, I identified some key themes for future builds for the app.

Provided requirements to the trials team for the alpha trial & beta pilot scope, including measurements of success, in order to test the new service model in the "real world" prior to launch.
Supported the business readiness team to ensure people training , contact lines and agent tools where in place.

At the time I left the program, we had successfully launched the Beta pilot App, Installer Reward and support journeys.