Case study: HomeServe
Defining and validating a new mobile customer experience



Cover you can count on
HomeServe have been taking care of homes for over 25 years, providing home emergency repairs to 1.8 million customers with a national network of engineers. Their innovation arm, HomeServe Labs, was set up to design innovative products and services using smart home technology. HomeServe Labs approached 383 with an idea to help users manage their accounts and assistance needs effortlessly. They wanted help to imagine and define their vision of a digital first customer experience.
Defining the vision

Mapping the journey

Testing the theory

Working as partners




Job done
Meet the HomeServe app
The mobile application we produced for iOS and Android offers HomeServe customers a completely new way to manage their homes, validated by their real-life customer base. We achieved our chief aim of giving customers more control and transparency over their interactions with HomeServe, with the added benefit of reducing pressure on other areas of the business through self-service options. Our work provided HomeServe with an easy to digest vision of the future, helping them to define and prioritise their digital roadmap.

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