Case Study: National Grid boosts digital energy engagement with ustwo

National Grid boosts online payments 15% with ustwo

ustwo partnered with National Grid to address a significant challenge: the confusing and anxiety-inducing nature of household energy bills and communications. For years, National Grid's customers were overwhelmed by unclear charges and a punitive digital experience that failed to empower them to understand or manage their energy use, particularly during a time of rising energy costs.

The solution implemented by ustwo involved embedding with National Grid's team to lead a complete redesign of the digital experience, encompassing both web and app platforms. This new system featured a clearer dashboard, a more empathetic tone of voice, and simplified usage data. The results were substantial, including a 60% reduction in incident tickets, a 15% increase in online payments, and over a 35% increase in engagement with energy insights tools, demonstrating the measurable impact of ustwo's work.

National Grid