Utilities
Making Essential Services Easier — with Behavioural Intelligence
In utilities, customer expectations are rising — but so is complexity. From bills to breakdowns, every interaction matters. We use Behavioural Intelligence to simplify key moments, increase self-serve, and improve satisfaction.
We’ve worked with leading UK utilities providers to redesign comms, journeys and experiences that reduce complaints, increase clarity, and support regulatory outcomes
Making essential services easier with behavioural intelligence
In utilities, customer expectations are rising, but so is complexity. From bills to breakdowns, every interaction matters. We use Behavioural Intelligence to simplify key moments, increase self-serve, and improve satisfaction.
Common challenges we solve
Bill & Pricing Clarity
Making bills and pricing easier to understand
Self-serve adoption
Increasing self-serve and reducing pressure on contact centres
Retention Strategies
Improving onboarding, switching and renewals
Vulnerable Customers
Supporting vulnerable customers in a fair, human way
Complaints and Escalations
Reducing complaints, opt-outs and escalations
Meeting Regulations
Ensuring comms and journeys meet regulatory standards
Industry relevant initiatives
We help utilities clients:
Meet ofgem requirements
Ensuring communications are clear, compliant and designed around how customers actually understand and act.
Digital migration strategies
Designing journeys that build confidence and reduce friction as customers move from assisted to self-serve channels.
Vulnerable customer initiatives
Creating experiences that reduce stigma, build trust and support customers, even when they do not disclose their needs.
Tariff clarity and switching journeys
Simplifying complex information to help customers compare options, feel confident and take action.
Trusted by major brands
Impact we’ve delivered
from internal employee performance interventions
through behaviourally optimised contact centre playbook
installations from behavioural comms campaign
water usage through behaviour change intervention
Behavioural
science in action
Discover how we Built
Behavioural Science
Capability at SSE/OVO
Why it works
We combine behavioural science, behavioural design and data to create experiences that help customers navigate complex decisions, build trust and take action in regulated environments.
- We simplify complex decisions – Energy choices can be confusing and high stakes. We design communications and journeys that make tariffs, usage and options easier to understand and act on.
- We design for trust and fairness – In a regulated category, trust is critical. We create experiences that feel transparent, fair and supportive, helping customers feel confident in their decisions.
- We support vulnerable and disengaged customers – Not all customers will seek help. We design journeys and communications that reduce friction, build confidence and support people, even when they are less engaged or do not disclose their needs.