Case Study: British Gas simplifies smart home management with Optimal Workshop

British Gas reduces smart home navigation pain points with Optimal Workshop

British Gas, a leading energy and home services provider, faced the challenge of creating an accessible and intuitive dashboard for their Hive smart home application as its functionality expanded. They needed an interface that was simple for all users while maintaining sophisticated features. To address this, they leveraged Optimal Workshop's tree testing product to validate design decisions and simplify the complex user experience.

Optimal Workshop's solution involved conducting extensive scenario-based tree testing and multiple information architecture audits. This data-driven approach allowed British Gas to identify navigation pain points and restructure key pathways. The results included increased task completion rates, reduced customer support inquiries, and the creation of a streamlined yet powerful dashboard that accommodated both new and experienced users, ultimately enhancing customer satisfaction and product adoption.

British Gas