Transforming connection services with a customer centric approach
In this service design case study, we will share how BC Hydro used design thinking to re-imagine their Customer Connections service.
The project took place over a 3-month period and delivered a vision for the future, and a clear direction and roadmap to get there.
Client BC Hydro
Challenge
BC Hydro handles 35,000 connection service requests per year. It’s a complex, high touch business and safety is paramount.
The Connections team wanted to increase efficiency and improve customer experience across a diverse range of contexts and connection types.”
Approach
BC Hydro’s Customer Service PMO is leading transformation projects by championing human centred design approaches.
They engaged Spatial to facilitate the design thinking process, which includes bringing together a core project team and extended stakeholders to collaborate, talking to customers to uncover needs and pain points, co-creating the ideal experience, prototyping ideas and opportunities to test assumptions and validate requirements.
Team Alignment
Bringing the right people together is important.
The PMO organized a design thinking workshop to introduce the team and stakeholders to each other and the process.
Discovery & Co-creation
We uncovered pain points in the connections process by taking an honest look at all aspects of the existing service and talking to customers.
We developed a set of project personas and usage scenarios and in two ½ day workshops, we challenged the status quo, mapped ideal journeys and captured insights into what would deliver real value to the customer.
Exploration & Validation
We explored some insights and opportunities through prototyping. The goal wasn’t to provide final interface solutions but to explore ideas and test assumptions as part of the requirements process.
Strategy & Planning
The outputs from the project were synthesized and analyzed and working with the project team, we provided a prioritized list of requirements.
One of eight journeys we mapped for BC Hydro’s Electrical Connections
A Clear Path Forward
BC Hydro’s project manager engaged with internal teams to understand the various workstreams and technical platforms that would be impacted by the direction and requirements captured.
The resulting roadmap laid out a realistic, multi-year course for achieving business objectives.
The customer focused approach delivered much more than I expected. Our team is excited to be part of a vision that will deliver a whole new level of customer service.”Ned Dharamshi, BC Hydro Customer Connections