customer billing

Vodafone UX Billing Journey

European Vodafone UX Billing

Vodafone Europe invited James to present at their European-wide billing seminar in London.  Explaining the key difference between an internal and external perspective, James presented Rubuss research on how difficult most utility and telecoms bills are to understand for customers.   He demonstrated how complex most customers find even a ‘simple’ bill.  He explained the …

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Understanding energy bills

Understanding energy bills – the voice of the customer

The barrier to understanding energy bills is a lack of clear communication. Way back in March 2009, energy regulator Ofgem told energy companies to make monthly direct debit demands clearer. By 2010, the objective was to make the 200 million bills sent by energy companies each year simpler. In October 2012, Ofgem unveiled proposals that …

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