Thoughts

A place for education, information, and insights about the water industry.

Charlie Czechowski

Topics: design processes

Reducing bill shock through design and testing

June 14, 2018
| By Charlie Czechowski
Bill shock. We’ve all experienced it. You receive a bill and let out a curse when you see that the amount due is WAY higher than expected.  Research has found  that “a high bill is something that 40% of customers reported experiencing during the past 12 months and a full 72% of those customers admitted was a source of anxiety”. Through user testing and research, WaterSmart has found 3 essential approaches to decrease anxiety and increase customer satisfaction:
  1. Present the right information at the right time
  2. Allow customers opportunities to explore
  3. Empower users with a strong foundation of data. 
 
Balancing information overload for Goldilocks  
In a 2015 study OPower found that “between 30 and 50 percent of calls are about billing . ” WaterSmart strives to decrease the volume of bill related calls with the introduction of our first-of-its-kind Bill Explainer solution. The interactive wizard proactively encourages customers to
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