The following documentation and assets have been created by Sopra Steria and cxpartners as part of the SSE Digital Continuous Improvement Project. This is part of the deliverables for ‘Work Package 2: The work, and how we’ll do it’ – a documented draft delivery playbook.
SSE identified that a new way of working needs to be put in place to focus on the needs of users, and one that moves away from slow release cycles to one that delivers continuous improvement. This draft delivery playbook has been created to support the digital teams within SSE to help accelerate the desired change in working practices.
The delivery playbook has been created following the completion of Work Package 1 – CX Vision and System. In this phase of the project a scrum team was assembled. The team ran four sprints where a selection of customer journeys and pain points were prioritised and a prototype was developed that demonstrated a holistic, target experience for SSE customers.
The links to the prototype can be found below.
Please note that the design and prototypes have been created using the guidelines and assets available at the given time. The prototypes have been built for internal purposes only and therefore have not been through the relevant SSE governance processes.
When navigating through the prototype, on most pages you can get back to the playbook home page by clicking on the logo in the header.
Some pages are images which you can click on to navigate to the next page.
This is a static website and no information that you enter is saved.
| Sprint | Pain point | Start page | User goal |
|---|---|---|---|
| 1 & 2 | Submitting a meter reading through "My Account" | start meter reading journey | Submit a meter reading by entering as little information as possible so I'm billed accurately |
| 3 | Making a non DD payment | start payment journey | Enable customer to make online payment from multiple devices. Allowing customers to pay bills any time and anywhere with confidence. |
| 4 | Signing a paper contract (by pen) | start contract journey | To be able to access my contract online and digitally sign the contract at a time convenient to me |
To edit the documentation content, sign in on the admin page.
If you have any questions regarding the content and assets documented on this site then please contact craig.derrick@cxpartners.co.uk, steve.cable@cxpartners.co.uk or neil.commander@cxpartners.co.uk.