Hive Solar & Battery

Research and Discovery

Conducted user interviews with different user groups at different stages of their solar ownership, and conducted a survey to quantify and triangulate findings.
Created a current state customer journey map, detailing the natural sequence of actions a user undertakes.
Identified the user’s needs at each stage of the journey, pinpointing crucial moments and potential pain points and problems to be addressed.

Facilitated collaborative workshops involving product, commercial, and operational teams.
Comprehensively mapped out potential journey flows. This involved understanding the sequential steps, actions, involved actors, and technological implications.
To ensure we delivered the project on time we prioritised identifying both initial and future requirements. Resulting in agreement of the Service Blueprint.
Collaborated closely with product designers and product owners to input into design of the website referral journey and inputted required features for the App.
Supported across-brand with British Gas energy to test three tariff propositions with users to reach an agreement on the most desirable options before designing the energy element of the service, which would include web journeys and communications.

Collaborated closely with our referral partners to align our processes for user support.
Curated sales collateral to their sales team and training material to installers on-site, educating them about Hive solar to shape the F2F interactions with customers.
Collaborated with our internal operational readiness to create a new support line for the new product, and inputted requirements into agent training.

14 weeks from definition to delivery , a new eco-tech product was released within Hive. Followed up by a diary study to make further improvements to the App.