Case Studies

Real-world Design


The Issue

Like all energy companies, EDF needed to build better customer relationships. The monthly bill was customers’ main point of contact, so how could EDF make their bills into a less unpleasant experience?

The Action

We analysed ‘the culture of billing’, looking at cultural conversation around bills, debt and ‘big business’.
We forensically analysed the bills of EDF and others, looking at language, rhetoric, imagery and implied narratives.

The Feedback

“You’ve done it again…right to the heart of the problem…lots of useful ways forward.”

Cameron Hughes, Head of Marketing, EDF