British Gas: Redesigning the British Gas billing experience

This case study describes how British Gas, the UK energy provider, redesigned its bill as part of a company-wide initiative to regain trust with its consumers.

British Gas: Redesigning the British Gas billing experience

Agency: LippincottClient: British GasBrand: British Gas Billing ExperienceCategory: Information Design

Executive summary

Calls reduced, money saved, design acclaimed

Over the last few years the major companies supplying energy to the UK market, known to most as the "Big Six", have received an unprecedented level of criticism. Spiralling energy prices and ever increasingly complicated bills and tariffs ensured customers were feeling bruised by the extra cost burden, while frustrated at what seemed like a lack of transparency from the energy companies who continued to make big...

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