Case Study: British Gas achieves a confident, user-validated bill redesign with WhatUsersDo

British Gas - Customer Case Study

British Gas, the UK energy and home services provider, needed to validate a redesigned online bill statement to ensure customers understood it and to keep cost-to-serve low. To gather robust user feedback ahead of launch, British Gas engaged WhatUsersDo to run targeted user research using WhatUsersDo’s testing panel and user research services.

WhatUsersDo designed tests of four bill variants, recruiting 40 users matched to British Gas customer profiles and delivering bills in users’ account areas and inboxes as they would see them in real life. Participants compared the old bill against two new versions while completing qualitative tasks and structured scoring metrics; WhatUsersDo delivered a clear set of high/medium/low insights and quantitative benchmarks across profiles, giving British Gas actionable improvements and confidence to proceed with the new bill format.

British Gas