PayPoint

Strategy / UX

Challenge

Paypoint are a leading supplier of retail based payments for pay as you go energy and other bill payments in the UK. Knowing that Smart Meters are due to be present in every home by 2020, Paypoint wanted to understand how they could develop a digital presence to continue serving current customers as their behaviours change over time, as well as gain new customers with a view to securing a place within the digital payment space.

Method

In order to speak with real customers we asked Paypoint to print the url of a survey on the retail receipts themselves. We incentivised the survey by offering participants the chance to win £100 of free energy. This proved to be very successful, and we received 24,000 responses, such a large sample size providing robust insights from the survey. Many respondents also opted in to be contacted for future focus groups and interviews. 

We then ran multiple focus groups in London and Manchester, as well as stakeholder workshops within the business in order to generate grounded insights enabling us to build a vision of Paypoints digital offering in a smart metered world.

Impact

We developed customer personas and mapped those against multi-channel user journeys, eventually wire framing, designing and prototyping a white label digital payment dashboard that Paypoint could rebrand and sell to multiple energy suppliers. Utilita were one of the first companies to adopt the system, and we soon saw tube adverts inviting people to try it out.