CENTERPOINT ENERGY: HSP ACCELERATED VISIONING
IBM was engaged to host an IBM Design Thinking workshop over 4 days with the blended Centerpoint Energy and Home Services Plus team exploring, designing and illustrating a possible future state vision for CNP’s Home Service Plus business.
WORKSHOP OBJECTIVES
To deeply understand CNP’s Home Services Plus users, specifically their wants and needs, to improve their experience at key points across the HSP lifecycle:
- Focusing on Home Move / Home Move Desk
- Enhance the customer journey
- Win Back and Renewal Process
Centerpoint wished to leverage the enhanced user experience to optimize opportunities for cross-sell and upsell, as well as gain a better understanding of Design Thinking and how it will fit culturally within their organization.
Centerpoint Energy came to the workshop armed with the outputs of extensive persona work. Prior to the workshop, I became familiar with the personas and the current HSP experience. I identified several personas that would provide the greatest opportunity to explore diverse ways to meet the stated workshop objectives. I co-facilitated the session, helping the teams empathize with the personas, identify the biggest pain points and opportunities within the current experience, and to brainstorm on potential solutions. The group then storyboarded and prototyped some of their ideas, and after a round of prioritization, I had them think through a high-level implementation roadmap.
