HomeServe policy app & product strategy

Established in 1993, HomeServe is a British multinational home emergency repairs business. It operates in the United Kingdom, United States, Canada, France, Spain, Japan and Germany. When we were approached, HomeServe had little customer insight or understanding to know how to best develop their native customer app. With it’s competitors making strides to adopt new technology, the pressure was on to adapt its services to appeal to the anxious moments its customer’s face, as well as understand where supporting utility like emerging smart home technology fitted into its service vision.

The primary objective was to gain deep customer insights that would allow HomeServe to explore improving their current service offerings. They hoped to validate customer demand for easy, intuitive, self-service digital channels that could resolve customers' needs more efficiently, both for existing and new customers. A lot of this activity needed to be centred around the native ios & android app, capitalising on a better understanding of moments of heightened anxiety, leading to the design and development of services creating deeper and simpler utility within the app.

Another objective was to explore leveraging smart home technologies in two key ways - firstly, to enable proactive monitoring and early detection of home issues before they escalate into home emergencies for customers, as well as exploring new, complementary services like security.

Secondly, to identify opportunities for providing remote support and resolutions through smart home device integration, allowing for seamless and intuitive digital service experiences during stressful situations.