British Gas Logo

British Gas user test energy bill versions

Background

British Gas is an energy and home services provider in the United Kingdom. It is the trading name of British Gas Services Limited and British Gas New Heating Limited, both subsidiaries of Centrica.

Objectives

British Gas has long followed a user centred design approach to ensure that their online channels satisfy their customers and keep the cost to serve the customer low. One of the most important and visible aspects of BritishGas.com is their online bill statement.

Tasks, challenges & conclusions

In order to confidently launch a new bill statement format British Gas really valued the role user feedback could play. WUD supported British Gas to design the user research into 4 new bill variants.

We asked 40 users across multiple profiles (from the WhatUsersDo panel), including existing customers; users with other online energy accounts and those without accounts to surface as much insight as possible on the new variants. It was crucial for this project that the profiles of testers across all the rounds of testing were an exact match for typical British Gas customers.

A key component of the project was asking users to compare 3 variants in each test, the old version against 2 new versions – these were delivered to users in their account areas and inbox as they would normally see them in real life. We incorporated specific qualitative tasks into each test to evaluate if users understood the key elements of the bill and gather some rich feedback, as well as including very specific scoring metrics to capture a quantitative view. This gave British Gas a clear set of high, medium & low insights to improve and a quantitative view across all user profiles for which to benchmark key areas of the variants.