Over a 14-week period, Moorhouse partnered with a key organisation at the centre of the UK Smart Metering ecosystem to design an optimised customer onboarding journey. The objective was to identify and map the changes required to transition from the current ‘as-is’ state to a more effective and efficient ‘to-be’ state. As part of this work, we also developed a strategic outline case for investment in tooling to support and enable the transition.
What was the challenge?
Our client is responsible for managing critical national infrastructure that underpins the UK’s drive towards a decarbonised future. They enable access to essential energy consumption data, which organisations require to develop innovative products and services. To gain this access, companies must onboard as a specific type of user on the client’s platform.
However, the onboarding process was complex, heavily regulated, and technically demanding, often confusing potential users. The process was lengthy, inefficient, and reliant on multiple third parties, making it difficult for organisations to complete. As a result, many companies abandoned the onboarding journey altogether, opting instead for alternative service providers who offered quicker and simpler access to the data they needed.
Our client sought Moorhouse’s support to:
- Discover and define the current ‘as-is’ state and its associated challenges;
- Design an optimal ‘to-be’ journey;
- Identify the steps required to transition successfully to this future state.
How did we help?
Moorhouse conducted a comprehensive discovery review and analysis of the existing onboarding process. This included workshops with stakeholders, in-depth interviews across the energy governance and regulatory landscape, and engagement with both current and potential platform users.
The insights gathered provided the foundation for designing the optimal ‘to-be’ journey, which incorporated industry best practice while addressing both strategic and tactical challenges. Our recommendations were closely aligned with the client’s strategic objectives, targeting immediate improvements to relieve key customer pain points while laying the groundwork for long-term transformation in support of regulatory and government decarbonisation goals.
To enable the future design, Moorhouse worked with a wide range of suppliers to assess potential tooling solutions. We evaluated options against the client’s needs and provided recommendations that supported both near-term enhancements and long-term strategic improvements to the onboarding journey.
What was the impact?
The redesigned and optimised ‘to-be’ onboarding journey enabled our client to:
- Address customer pain points and better anticipate future needs;
- Leverage digital tools to free people to focus on high-value activities;
- Optimise and standardise processes to deliver a more seamless customer experience;
- Build a scalable and sustainable pipeline, positioning themselves as an industry leader in innovation;
- Understand the high-level steps required to deliver the new design;
- Make a compelling case for change and investment to both internal and external stakeholders.
