Norway’s largest energy provider Hafslund found their bills were confusing to customers, leading to avoidable enquiries and resentment. Livework redesigned the bill to make it less confusing to customers and improve perception of the company.
As well as being Norway’s largest energy provider, Hafslund is the power grid owner for the Oslo area. Each year, they send out more than 3,000,000 bills. Finding that 30% of their call-centre traffic was related to bills, they asked us to rethink it from the customer’s perspective.
Customer want to monitor their energy consumption
We found that the existing bills left customers confused about how much energy they were actually using. They wanted to be able to monitor their consumption levels, to understand what they were paying for and minimise their environmental impact.
Improve the layout and show comparative data
We identified ways the bills could show energy use more clearly – through layout, language, presentation of information and use of colour. We also recommended the addition of a consumption tracker that would display the customer’s energy use as compared to the same month in the previous year.
30% of calls are bill queries
Testing the new bill as if it were real
Hafslund sends out bills to three million customers, so mistakes would have been expensive. We piloted our new design with a small group of customers to ensure it really did reduce confusion and queries. Debriefing with customers helped us improve the design and prove our case.
A better design leads to better results
Since energy bills are customers’ main point of contact with a company, they have a disproportionate impact on customer perceptions. Our rigorous process of research and testing with customers led us to design a bill for Hafslund with higher satisfaction rates and measurably fewer complaints.