Energy provider SSE wanted to evaluate the current home moving experience and shape a best in-class experience for when customers move home. But without speaking to the right people, they wouldn’t be able to identify the gaps for opportunities to improve.

Using a combination of qualitative and quantitative focus groups and surveys, we set out to build a home move journey map which included customer needs, colleague feedback and the opportunities for SSE. This ultimately reduced customer churn during the home moving process and identified opportunities to sell other energy and non-energy services.