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Boiler IQ Troubleshooting

Customer interviews suggested users were hesitant in dealing with any self fix issues relating to their boiler. However, when presented with some examples together with the benefits of not waiting for an engineer visit, they were receptive to the prospect of following simple instructions in an attempt to resolve the problem themselves.

 

Examples identified from the data science and validated by engineers were: Power loss (multiple causes), Frozen condensate pipe, Low boiler pressure, and replacement thermostat batteries.

 

Reducing the need for an Engineer visit for these simple resolutions would allow customers to get their hot water and heating back up and running immediately. It would also have a huge cost savings impact for British Gas, whilst creating more available engineer appointments for installations, annual service and urgent repairs.

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Design Brief

Investigate and deliver any in-app troubleshooting journeys which will improve the Boiler IQ CX, whilst reducing demand and costs on Engineer visits at the same time.

I used the following methods

  • Requirements gathering
  • Customer interviews
  • Troubleshooting scenarios card sorting
  • Data science
  • Engineer focus group
  • Call agent focus group
  • CX mapping
  • Wireframing
  • App prototyping & concept testing
  • Usability testing
  • Hive honey design system
  • UI Design production and handover

Power loss

Using the power outage algorithm developed for BIQ, Hive can detect when we think there is no power to the boiler.
This triggers an alert to the customer and guides them through some steps to understand why this might be. Followed by some steps to try resolve the problem. If not resolved, the customer is then guided to book an engineer appointment

"I'd want to know what the problem is. I'm very curious. I need to know why."

 

“I want to know more information about what the concerns are about the boiler. Is it serious? Is it urgent?"

Topping up pressure

The one and possibly only interaction a customer has with their boiler is topping up the pressure. Most customers have been taught to do this by their engineer during installation, breakdown or annual service. Research investigations found that customers would appreciate a ‘heads up’ or an alert that they need to top up their boiler pressure.

“If you could check the pressure from the app, that would be great. I wouldn't even need to go upstairs to check it."

 

“It'd be useful if it told me the pressure is low. I wouldn't need to take the cover off and check."

Reassurance it's safe and easy

Research had concluded that many users would need some coaching and reassurance that the troubleshooting would be easy and safe. So it was important to add this to any troubleshooting entry point.

"I need reassurance that it's safe to self fix"

My recommendations:

  1. Show the main benefit to the customer

  2. Reassure it's safe and if possible set their expectations.

  3. Adding stats on how many other users have found it easy.

Collating feedback

At the end of the troubleshooting journey we would invite feedback, which would also help us deliver the stats for the troubleshooting entry screen. Or indeed make any improvements not identified in User Labs.

Troubleshooting reminders

If customer is not at home or can not start troubleshooting immediately, an option to ‘save for later’ will allow them to set a reminder alert.

“This is brilliant. I'd contact someone at home, if I was out."

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”I’d select Yes and see what's involved, before I got home."

2018 Beast from the East

  • Call centre staff couldn’t get to work

  • Glasgow call centres closed

  • 1000+ Boiler IQ customers had no heating/hot water

  • Main Boiler fault = frozen condensate pipe

  • No way of informing customers on how to self fix

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In app troubleshooting could have helped 100’s of customers, whilst reducing the demand on engineer visits and rerooted call centre agents. I created the following design to demonstrate what this could look like.

Outcomes

Many of the tried and tested features and learnings from Boiler IQ Troubleshooting became a precedent for the other diagnostics products I was working on, including Hive Leak monitoring and Hive Smart EV Charging.

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Another R&D workstream to come from this project was Preventative Insights. Both Hive and British Gas had a wealth of useful content which could be repurposed and exposed in the Boiler IQ event log. For example: Sesonal checks, and showing customers how to prepare for extreme weather forecast conditions, to prevent most common self fix faults like How to prevent a frozen condensate pipe.

This would also help to keep up app engagement for customers not experiencing any problems.

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