CORGI Homeplan

Research, evaluation and service mapping

When I joined OVO in 2017, I first worked in the CORGI HomePlan team and was mostly doing research on their engineer platform as part of the discovery phase of a new product proposition.

Photo of a sketch book with an orange pencil and a tablet with a diagram on the screen
 

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Research activities

  • 2 focus groups with 15+ heating engineers

  • Customer service agent interviews and call listening

  • Stakeholder interviews and workshops

  • Engineer survey with 500+ responders

Outcomes

  • Full service map of the engineer platform and call out system

  • Process maps, service workflows

  • Engineer personas

  • Analysis of the gaps and pain points of the service

  • Recommendations and opportunities

  • Redesign of the engineer job reporting application

Made in 🖌️ Sketch, Invision, Google Sheets and Slides

Screenshots showing a service map diagram, an excel table with user comments, another table with a workshop write up and a cover of an analysis deck

Actions

One of the actions we took was to redesign the engineer job reporting system to make it more user-friendly and mobile first responsive, so engineers can submit their job sheets and costs more quickly and easily. This was the most pressing issue based on their feedback.

I used Sketch and Invision for the design and prototyping, then ran a rapid round of usability testing with engineers to make sure we’re making a positive impact.

Photo showing a whiteboard with colourful post-it notes from a workshop, an image with two engineer personas and mobile screens from an app