OVO / Case study
Bill and meter-reading notifications
Taking a broad request for bill and meter-reading reminders through a mobile proof of concept, Salesforce integration and production rollout.
OutcomeBoth notification journeys shipped. Analytics showed increased on-time meter-reading completion, and copywriters could manage messages in Salesforce.
Start with the customer action
The brief was to tell customers when a bill arrived and remind them when a meter reading was due. I proposed Firebase Cloud Messaging, built an iOS and Android proof of concept, and presented it to the Head of Engineering.
Adapt the design to the people running it
The prototype was well received, but the discussion added an important requirement: copywriters needed to change messages easily and manage them through Salesforce. I reshaped the project around Salesforce and worked directly with its representatives on technical issues.
I led implementation planning with the team, worked with designers on notification preferences and the constraints of mobile permissions, and collaborated with copywriters on the initial message formats. I allocated work to match developers’ strengths across interface work and mobile logic.
Measure the whole journey
During testing and rollout, I added analytics for successful notification delivery and the actions that followed: reading the bill or submitting a meter reading. That let us assess the intended customer outcome alongside message delivery.
Both journeys reached production, and copywriters successfully managed the messages through Salesforce. The analytics showed an increase in on-time meter-reading completion following the introduction of reminders.