Customer journey design programme at National Grid

Designing B2B customer journeys to support the shift from an engineering to a services-centred business.

National Grid designed six critical customer journeys to enhance top-down NPS and increase revenues, collaborating over 18 months with various teams and customers to establish a journey design project model, facilitating the transition towards a customer-focused services business.

The Challenge

National Grid designed six critical customer journeys in response to the business's need to improve top-down NPS before a regulatory review and increase revenues.

Over 18 months, we collaborated with teams responsible for each journey and their customers to design new, end-to-end B2B customer journeys and establish a journey design project model. In doing so, we demonstrated how National Grid could make a more concerted shift from a strong engineering business to a customer-focused services business.

In addition to designing for National Grid’s external customers, we applied the same project model and tools to the design of intra-business services. We ran projects to design the internal customer experience ahead of implementing new SAP S/4HANA solutions to be used by the business.

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