In a world where the advent of Smart Meters in every home by 2020 spells a shrinking demand for retail-based payments, PayPoint wanted to better understand where else they could be for their customers as their behaviours inevitably change. Human Thinking's insight and strategy teams were asked help the business understand their current and predicted consumer behaviour and to define the digital 5 year roadmap to deliver on those changing customer needs. We were asked to arm the front line sales team with the tools and knowledge within digital to enable them to approach energy companies with a view to securing a place within the digital payments space.
How we approached the brief
Human Thinking ran multiple stakeholder workshops and primary user research activities in order to generate grounded insights to enable us to build a vision of Paypoint’s digital offering in a smart metered world. We supported this vision with sales assets to articulate the aspiration and substantiate Paypoint’s authority and ability to deliver against it.
We delivered deep primary user research generating a detailed segmentation model, personas and multi-channel user journeys. Substantial analysis and insight generation led to a programme of work that drove the vision. Detailed UX, Design and prototype development followed to bring the vision to life and enable the sales team to effectively convert major energy clients.