Severn Trent Customer Experience Redesign

Creating the blueprint to become a truly customer-centric utilities company.

Severn Trent Water sought to become a customer-centric organisation. With the help of the Engine Service Design team, they created a comprehensive vision of the domestic customer experience, resulting in redesigned service blueprints being incorporated into operational processes.

The Challenge

Severn Trent Water (STW) supplies water to over 7 million people, making it one of the biggest water and sewerage companies of the UK. Following a change in leadership, they needed to follow through on their commitment to become a truly customer-centred organisation.

To guide its organisational change, Seven Trent Water engaged the Engine Service Design team to create a vision of the end-to-end domestic customer experience, and to define the changes that would be required across the business, to make it a reality.

The redesigned customer experience included a clear plan to fix the basics and innovate their service offer. Detailed service blueprints that describe the customer experience and define how it unfolds across all channels, are now fully baked into their internal playbook, and used as a guide for their implementation teams.

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