About the project(s)
Innovative heating oil platform with integrated smart reading technology.
BoilerJuice is the UK's leading heating oil supplier, providing a simple, efficient, and
cost-effective way for customers to order heating oil.
Established in 2004, BoilerJuice
revolutionised the industry by offering a price comparison service that allows users to find
the best local deals
on heating oil. With its focus on customer satisfaction, BoilerJuice
has built a reputation for offering competitive prices, reliable delivery, and a seamless
online experience.
The company operates through an extensive network of trusted heating oil
suppliers, ensuring that customers receive fast and reliable delivery, no matter where they
are.
In addition to offering single heating oil deliveries, BoilerJuice provides
subscription services for those who prefer the convenience of automatic top-ups, saving both
time and effort.
Their innovative approach and dedication to customer care make BoilerJuice
the go-to platform for heating oil orders across the UK.
Current homepage of BoilerJuice.
Source images: Boilerjuice Ltd.
BoilerJuice, founded in 2004, revolutionised the heating oil market by offering a comparison
website that helped users save money by finding local,
cheaper prices and facilitating oil
deliveries. However, as demand grew, the traditional customer journey (relying on phone
orders and a basic online form)
became outdated and inefficient. Customers often faced
delays, risking running out of heating oil, particularly in winter months, while the
customer service team
struggled to manage the increasing volume of orders.
Customers also
had to physically check oil levels, which was inconvenient, especially during cold weather.
The lack of real-time updates and limited online interaction led to frustration, service
abandonment, and loss of potential customers.
Image of an elderly man waiting for a heating oil delivery generated by ChatGPT.
Image of mum with children waiting for heating oil delivery.
Source images: Arlington Research on Unsplash, Vitolda Klein on Unsplash, Kev Costello on Unsplash
Heating oil truck image generated by ChatGPT.
To address these challenges, BoilerJuice introduced an innovative new platform that connects
live heating oil readings from smart
tanks directly to the online system. This platform
provides users with accurate, up-to-date oil levels, automatically generating the best
quotes from a range of suppliers and pairing users with the most cost-effective option. Customers can now place orders online, track delivery
progress in real time, and save money
through smarter decision-making. By redesigning the customer experience journey and
listening to user feedback,
BoilerJuice significantly improved service transparency and
customer satisfaction while reducing pressure on support teams.
As a result, the new
platform not only promotes customer loyalty but also attracts new users by offering a
seamless, efficient, and user-friendly experience.
The result was a completely redesigned platform that connected live heating oil readings from
smart tanks directly to the BoilerJuice website, mobile, and app.
The new system sends
alerts to customers when their oil levels are low, prompting them to place an order. It also
allows them to get more precise quotes
and purchase heating oil directly online, or even
subscribe to an automatic refill service. This solution was convenient, accessible, and
offered competitive prices,
ensuring customer trust and making the process more transparent.
Through this comprehensive approach, BoilerJuice successfully created a new platform that not
only solved critical customer pain points
but also improved the overall experience by
providing a seamless, efficient, and user-friendly service.
BoilerJuice website, mobile app and smart wireless oil level monitor.
Source images: Boilerjuice Ltd.
To address these issues, we took a Design Thinking approach to redesign the entire customer
experience. We started by researching pain points, analysing opportunities
on the web
platform, and examining both front-stage and back-stage services. This research involved
collaborating with users (both new and returning), heating oil suppliers,
engineers,
customer service teams, web developers, and data analysts. Our goal was to create a
personalised, seamless journey for customers and improve the mobile experience.
Examples of service design, user research, user experience, and user interface design processes.
We utilised tools such as Google Analytics, Google Optimize for A/B testing, and Lucky Orange
to gain emotional insights.
For journey mapping, we used Sketch and Smaply, among others.
Jira was used for project tracking and collaboration, especially as we worked
with a large
team of specialists. Throughout the project, we produced various deliverables, including
ecosystem maps, persona profiles, user journeys,
emotion maps, wireframes, and prototypes,
all of which were tested regularly. We conducted interviews, workshops, and continuous
meetings with the client
to present discovery outcomes, advise on solutions, and outline
next steps.
Personas created with Smaply.
Source images: Boilerjuice Ltd.
Basic user flow journey.
Source images: Boilerjuice Ltd.
Google Analytics Goal Funnel / Funnel Visualisation of the BoilerJuice website journey.
Source images: Boilerjuice Ltd.
BoilerJuice homepage wireframe designed using Axure RP.
Source images: Boilerjuice Ltd.