Experience Lab is part of Serco Group plc.
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Air travel better designed for everyone
The utilities sector sits at a crossroads.
On the one hand, it has global targets to achieve net zero by 2050, but on the other hand, it has everyday consumers who are interested in saving money, often at the expense of net zero.
The utilities sector is growing at a rapid pace and is seeing an increasing demand for digital transformation, personalisation, improved communication through a seamless omnichannel experience, smart technology, and more transparency around billing. These trends are set to continue as the green transition takes hold and we see a surge towards decarbonisation, local energy systems that give customers greater autonomy over their energy production and use, and the growing importance of sustainability and the circular economy.
Using quantitative research techniques, we can segment the population to understand their different energy consumption patterns, attitudes towards innovation in the utilities sector, track technology adoption, and different service usage patterns. This will help you improve CX, identify gaps in the market to target, increase operational efficiency, and himprove customer retention through targeted messaging campaigns.
Through our range of qualitative techniques such as interviewing, focus groups, digital ethnography, contextual inquiry, and diary studies, we understand how consumers values, and perceptions influence their view of utility products and services. This will uncover common pattens and themes and the emotion that people attach to their values, helping you improve your CX.
CSAT and NPS are powerful ways to understand how strong your brand is. Using our in-house quantitative expertise, we can develop appropriate CSAT and NPS that we can track over time. We will also add further context using narrative analysis so that we can help you understand why, or not, your customers engage with your messaging, products, or services.
Through techniques such as nudging, framing, loss aversion and incentives, opt in/opt out strategies, and feedback loops, we can influence consumer behaviour and improve customer engagement, energy consumption, and decision-making. This will help you shape customer behaviour, promoting energy efficiency, improving customer service, and encourage the adoption of sustainable practices.
We offer a range of qualitative and quantitative research expertise and can be flexible to meet your specific project needs.
We have more than 20 years’ experience in delivering PX for our aviation clients. With a clear service offering, supported by a 40-strong team of researchers, designers, and UXers, we can help you better understand your how to deliver seamless PX experience for all types of passengers.
This is more than being able to plan, pivot, or pause. Agile methodology is used across the UK Government and is a guiding set of principles that will enable you to fail forward in small, incremental steps from alpha testing, through to live roll out of products and services.
We work with clients for years to develop their passenger CX. Whether we ‘walk behind’ (to support), ‘walk alongside’ (working with) or ‘walk in front of’ (leading), we adopt the necessary position to support your organisation’s journey into future proofing your CX.
UK
Crowne House, 56-58 Southwark Street
London SE1 1UN
Australia
Level 14, 535 Bourke Street Melbourne Vic 3000
Middle East
Rolex Tower, Sheikh Zayed Rd, E11, Dubai
Middle East
8793 Riyadh Front, Unit S7, King Khalid Int. Airport District, Riyadh, 13413-3718, KSA
Experience Lab is part of Serco Group plc.