Thoughts

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

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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Topics: Research

Noticing Water Leaks

March 20, 2018
| By Jeff Lipton

Water leaks happen. In fact, they happen a lot. Data that WaterSmart has collected from over 4 million households indicates that as many as 50% of households will experience some type of water leak within a given year. And more than 10% of households have leaks that waste at least 90 gallons per day. In addition to the frequency that leaks occur, they can be quite expensive. The U.S. insurance industry pays out about $2.5 billion each year in homeowner insurance claims due to water damage from leaks. That’s nearly $7,000 per household which is the number two home insurance claim annually.

Water damage happens for a variety of reasons and some of these causes are unavoidable. Catastrophic weather events that lead to floods or broken pipes and leaky roofs can result in damage that is often expensive to repair. However, most leaks are more mundane and, if not entirely avoidable, easily addressed if caught quickly before extensive
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