Challenge
Thames Water supplies 2.5 billion litres of drinking water daily and treats 4.6 billion litres of sewage daily and serves 16 million customers in the UK. The business was looking to address regulatory failings after a number of high profile mains bursts in London.
MY ROLE: To redesign the ‘no water’ journey for Thames Water customers in unplanned event outages.
- Research the wants and needs of Thames customer base
- Design a scalable service within regulatory framework
- Inform corporate affairs with usable insight to influence Government policy
Details of my work are confidential. This is a glimpse of what I did.
What do customers think?
I worked with data teams and a third party ‘Britain Thinks’ to first segment and recruit customers for panel/ individual interviews. Once conducted this was shaped into personas and plotted to the ‘No Water’ journey.
Lived experiences
To better understand the colleague experience I spent time ‘on the job’ with the different roles to gain their perspectives. This was to build out personas and capture the below the line activity. It was also to assess what barriers could exist when delivering a different service.
Digital age for a Victorian Company
I defined a new journey. It utilised both physical and digital assets. The purpose was to keep people informed of when incidents were occurring and where to find water. This was promptly used during a major winter event in 2019. It supported discussion with the Government over future policy decisions.
Miguel Edwards 