< All Case Studies
Customer Journeys

Collaborative Journey Design To Create Shared View

Create The Non-Household Water Market Customer Framework.

MOSL’s role within the Water Market is to help their members have a proactive relationship with  the Market Regulator OFWAT, as well as delivering the core IT systems that will enable registration,  customer switching and settlement between wholesalers and retailers.


  • Outline a standardised Customer Journey Framework and approach to be followed in relation  to data collection and input, customer segmentation and pain point identification.
  • Create visual representation and prioritisation of system defects and workaround logs impacting  Retailers, Wholesalers and Customers.
  • Create a synergy between the Market Participants in preparation for the Open Water Market.


  • Utilised our extensive experience in Customer Journey Design to gain input from Market Participants to assist with the creation of the Customer Journey Framework, Customer Persona  identification and Journey Pain Points.
  • Overlaid a Heatmap of data inaccuracies and system defects, affecting the Customer Journey.
  • Provided a refined view of Retailer, Wholesaler & Stakeholder responsibilities in order to  improve relationships.


  • Within the 6 week project we completed a number of intensive group workshops with Market  Participants and delivered a detailed Customer Journey Framework prior to the Open Water  Market for Non-household customers.
  • Developed a ‘common language’ and delivered a framework to use, that will act as a standardised guide for MOSL and Market Participants to refer to in relation to the Customer Journey, Pain  Points, Customer Personas, Segmentation and Data & Defects.
“It was and is a pleasure to work with every member of the team and I have no hesitation in recommending them as I would definitely seek to work with Custerian again.” Tom Notman, Director of Market Engagement, Market Operator Service Limited (MOSL)
Southampton, United Kingdom

more case studies

Read about some of the great work we’ve been doing with our customers.
Operating Model

Review of the current ‘Order To Cash’ journey, and development of fit for scale process & controls.

Ways of Working
Operating Model

Following a period of high growth, with ambitious plans to continue, the time was right to do a fit for the future review.

Operating Model

After significant growth there was an opportunity to re-engineer process to drive efficiency.