HomeServe

HomeServe

Defining an effortless home assistance customer experience for millions of HomeServe policyholders.

HomeServe

HomeServe needed a partner who had deep expertise in designing customer experiences that not only better served their existing customer base but also helped them to reach completely new ones.

We’ve worked with them to completely re-imagine how their customers manage their policy, claims and repairs, develop a better onboarding experience for connected home users and launch an entirely new digital proposition for the landlord market.

An effortless home assistance experience

HomeServe’s mission is to provide every householder with effortless home assistance. We worked with their customers to understand their needs around diagnosing issues, making a claim and booking an engineer. We discovered that, particularly during a distressing home emergency, the last thing customers wanted to do was to interface with a call centre. There was also a lot of anxiety around engineer ETAs. We worked with them to develop a new mobile product that would allow customers to talk to an expert, diagnose common issues, make a claim and book and track an engineer right from their smartphone or tablet.

The Results

A completely new way to manage your home prototyped, tested and validated with HomeServe’s customer base.

An experience that benefits HomeServe and the customer in equal measure through a reduction in call centre volume, engineer ETA queries and effort.

We worked with HomeServe to develop a new mobile product that would allow customers to talk to an expert

HomeServe Dashboard

The connected home opportunity

Connected home technology is advancing at a rapid pace. Rather than seeing this as a threat to HomeServe’s existing business model, we saw this as a new opportunity to better serve their existing customers and find completely new ones. Working with Tado, a smart thermostat manufacturer, we designed an experience to help users not only remotely diagnose boiler and heating issues but also book a HomeServe engineer through the Tado app whether or not they were an existing policyholder.

The Results

A scalable new onboarding and home assistance experience that can be taken out to other connected home providers.

Enables HomeServe to reach completely new customers through connected home partner applications and interfaces.

We designed an experience to help users not only remotely diagnose boiler heating issues but also book an engineer through the app

A new way for landlords to manage properties

HomeServe has always been able to serve the private homeowner market but a new opportunity emerged around landlords.Today, landlords are split between those that use agencies to manage their properties and those that go it alone.

An experience that benefits HomeServe and the customer in equal measure through a reduction in call centre volume, engineer ETA queries and effort.

In both cases there are pain points. Landlords using an agency typically pay a percentage of their rental income to the agent to manage the property and for landlords who self-manage have all the hassle and inconvenience of answering their tenants’ calls and arranging responses. Using existing HomeServe infrastructure such as their call centre and engineer network, we set about validating a new business model and designing and engineering a new product that allows landlords to register and manage their properties online, and that re-directs tenant enquiries into HomeServe and use their engineers to make repairs.

The Results

Opens up a completely new and lucrative market for HomeServe.

Free subscription model allows HomeServe to monetise their engineer network once repairs need to be carried out.

Landlords who have signed up with HomeServe are typically saving £1,000 on agency fees.

Using existing HomeServe infrastructure, we set about validating a new business model

HomeServe for Landlords

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