UX Enhancement Programme


Make it easy for people to switch tariff and manage their energy use

npower is a leading UK energy company with 3.75 million customers.

During an 18 month engagement, our team worked across high-profile projects.

A major part of this was a redesign of their sales journeys,  to increase transparency following regulatory changes as well as increase cross sell of Boiler Cover.

Another big ticket item was the launch of Energy Tracker, a service to help users track their energy usage coupled with a redesign of their online account management tool and Help & Support content.

Whilst these big projects progressed, we led a conversion rate optimisation programme focussed on quick wins to realise value earlier.

A person interacting with the npower energy tracker on an iPad

Key outcomes

  • +35% increase in user satisfaction (measured by Forsee)

  • +100% increase in Boiler Care sales

  • +50% increase in mobile user task completion

  • 25% of users of online account management tool adopted the energy tracker

Project context

This project happened when Adam was UX Director and consulting on behalf of at Natural Interaction, a UX agency in Bristol.

Adam worked on site with the client's project team conducting user research, UX design and running workshops in a hands on capacity.

"Adam is a passionate, talented and motivated User Experience digital consultant. He is very knowledgeable about design, layout and user interaction to improve website performance.

We worked together to improve conversion optimisation for online sales for npower residential direct to site and PPC landing pages. I would highly recommend his services."

Janak Mistry, Online Marketing Manager, npower