Ofgem is the government regulator for gas and electricity markets in Great Britain. They run the government's Domestic Renewable Heat Incentive (DRHI), which provides consumers with a seven-year subsidy towards renewable heating costs.
IE worked with Ofgem and their research company (RbD Research by Design) to evaluate and improve the existing online application process for the DRHI. The application form filters people and either accepts, rejects or refers their application to an agent for follow-up. By improving the process, Ofgem ultimately wanted to increase auto accreditation and reduce administrative costs.
IE and RbD went through a multi-phase project to research, design and test the improved application form. We concluded with a report, recommendations and a prototype with an improved user experience, both in terms of the form's wording, structure, technical execution, look and feel.
Thanks again for your help during the last couple of months. I think we have something that can be of real benefit to us as an organisation and also our customers.Daniel Wintercross
Agile System Development and Improvement Manager