British Gas: Redesigning the British Gas billing experience

Agency: Lippincott
Client: British Gas
Brand: British Gas Billing Experience
Category: 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 profits.

In the face of this, British Gas, the largest of the Big Six, was determined to rebuild its relationship with customers. As part of a company wide initiative aimed at regaining trust, the re-design of their bill was to be one of the key projects to show a more customer focused British Gas. As the bill goes to over 10 million customers each year, it was one of the perfect vehicles to do this.