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Customer Journeys

Service to meet customer requirements

Definition & E2E Customer Journey Design of a 'World First'.

SGN were embarking on a world first proof of concept to supply homes in Fife with Hydrogen gas. Due to this having never been completed before, the customer journey had to be designed and the potential pain points addressed with a wide range of stakeholders to ensure uptake & success.


  • SGN were in a great position to trial supplying hydrogen gas as a replacement to natural gas to local homes as a proof of concept, and steal a march on the Green energy movement. However, they were completing this from a standing start, with the desired customer journey & pit falls not being understood or documented


  • Development & validation of customer personas to understand the wants & needs of all potential client types to ensure they were catered for
  • E2E 'To be' Journey Design workshop held F2F with stakeholders from across all relevant bodies (SGN, Warmworks, Fife Council, etc.)
  • Capture & socialisation of key customers Q&A to ensure all avenues had been covered and support teams are in a position to help answer customer queries
  • Design of a customer comms & marketing plan to support journey


  • Development of a 'Service Blueprint' incorporating all persona types to ensure needs were met and great service could be delivered
  • High level customer journey developed and agreed & tested
  • Materials to support F2F customer launch developed
"I just wanted to say thank you once again. The work has been really rich & insightful, and has given us great customer thinking and a clear proposition for us to take forward" Project Lead, SGN H100 Fife
Surrey, United Kingdom

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