[{"data":1,"prerenderedAt":214},["ShallowReactive",2],{"{\"resolve_links\":\"url\",\"resolve_relations\":\"case_list.cases,timeline.roles,role.cases,move.proof\",\"version\":\"published\"}work\u002Fhomeserve":3,"datasource:disciplines":205},{"data":4,"headers":183},{"story":5,"cv":180,"rels":181,"links":182},{"name":6,"created_at":7,"published_at":8,"updated_at":9,"id":10,"uuid":11,"content":12,"slug":170,"full_slug":171,"sort_by_date":172,"position":173,"tag_list":174,"is_startpage":175,"parent_id":176,"meta_data":172,"group_id":177,"first_published_at":8,"release_id":172,"lang":178,"path":172,"alternates":179,"default_full_slug":172,"translated_slugs":172},"HomeServe","2026-10-15T13:38:10.761Z","2026-10-15T13:38:10.804Z","2026-10-15T13:38:10.817Z",230940224576332,"b13410cc-9b4d-4158-bbec-928d3f210ba7",{"_uid":13,"body":14,"role":156,"asked":157,"title":6,"accent":158,"client":6,"period":159,"sector":160,"summary":161,"actually":162,"component":163,"disciplines":164,"outcome_label":168,"outcome_figure":144,"seo_description":169},"ab26ff07-5c75-43c7-bc70-a9f4803ca623",[15,35,58,63,75,109,127,140,146],{"_uid":16,"items":17,"component":34},"2c095e6e-e38e-46b4-bfd7-ce1404085da0",[18,22,26,30],{"_uid":19,"label":20,"value":6,"component":21},"19d146f4-ce8e-4549-aa45-8dcb49375648","Client","spec",{"_uid":23,"label":24,"value":25,"component":21},"208f03bf-6f33-43a9-9fc4-c94f0f0af82c","Through","Razor",{"_uid":27,"label":28,"value":29,"component":21},"cd785dfd-10b0-40d9-a0ba-3a270c907a53","My role","Discovery lead, designer, front-end developer",{"_uid":31,"label":32,"value":33,"component":21},"0e279967-a457-4095-ab43-a12cd63faaae","Built","Progressive web app for quoting","context_strip",{"_uid":36,"text":37,"component":57},"0202cda3-857e-4efa-aeb1-d32fa9bbf638",{"type":38,"content":39},"doc",[40,48,53],{"type":41,"attrs":42,"content":44},"heading",{"level":43},2,[45],{"text":46,"type":47},"Starting where they were","text",{"type":49,"content":50},"paragraph",[51],{"text":52,"type":47},"HomeServe came to us knowing two things. Surveys were often incomplete or wrong, and too many quotes didn't turn into sales. I spent the first stretch with their senior stakeholders, working out what they believed was happening and why.",{"type":49,"content":54},[55],{"text":56,"type":47},"Then I did the obvious thing nobody had done. I booked a boiler quote at my house.","rich_text",{"_uid":59,"label":60,"quote":61,"component":62},"e40cb12d-696f-4bb7-8454-c1dbd26f4b1e","What I saw at home","The surveyor spent most of the visit muttering at an iPad. Then he told me which boiler I'd be getting. I had no idea why, and no idea there was a choice.","finding",{"_uid":64,"text":65,"component":57},"a1fd4c47-ba27-4d60-93f6-e83a92736d52",{"type":38,"content":66},[67,71],{"type":49,"content":68},[69],{"text":70,"type":47},"That visit didn't discover the survey problem. HomeServe already knew about that. What it showed me was the customer's side of it: the reasoning was hidden, the options were hidden, and the person being asked to pay for a new boiler was the least informed person in the room.",{"type":49,"content":72},[73],{"text":74,"type":47},"It also explained the survey errors. The surveyor was working the installation rules from memory: the gas pipe route and its bends, where the flue can exit and what it has to clear. Miss one and an engineer turns up on install day to a job they can't finish, with an unhappy customer watching.",{"_uid":76,"kind":77,"nodes":78,"heading":107,"component":108},"62f0278a-9f49-4071-b471-9c7f848ed496","before_after",[79,85,90,94,99,103],{"_uid":80,"note":81,"side":82,"label":83,"component":84},"1c853b47-2369-48ad-a6c8-840cc1c029e2","Pipe routes and flue clearances, recalled on the spot","before","Rules from memory","diagram_node",{"_uid":86,"note":87,"side":82,"label":88,"emphasis":89,"component":84},"b29ed290-7912-4d4e-8414-e829375b6f84","The reasoning stays on the iPad","One boiler, prescribed",true,{"_uid":91,"note":92,"side":82,"label":93,"component":84},"bf0b4bd0-bb24-4594-9b2a-1d09df79b795","Engineer can't complete the job","Errors found on install day",{"_uid":95,"note":96,"side":97,"label":98,"component":84},"b98a8ecc-4618-4843-8b64-82e157dc3a07","The app asks every question the install needs","after","Guided survey",{"_uid":100,"note":101,"side":97,"label":102,"component":84},"c69c7689-639b-45fa-8897-cea6b4e06ee6","Constraints narrow the boilers that will fit","Rules applied as you go",{"_uid":104,"note":105,"side":97,"label":106,"emphasis":89,"component":84},"4904c929-b591-4841-9750-b03efddefe05","Every boiler that suits the house, side by side","Customer chooses","The quote visit","diagram",{"_uid":110,"heading":111,"options":112,"component":126},"5a746b87-7224-4793-8e68-fec5b8cfabf8","How to present the recommendation",[113,118,122],{"_uid":114,"text":115,"title":116,"component":117},"365a451c-5269-4c59-824b-981bc393c12e","Least change for the sales team. Still asks the customer to trust a decision they can't see.","One boiler, better explained","option_card",{"_uid":119,"text":120,"title":121,"component":117},"6dbe29f6-b494-4397-a7cb-76ea02dfe4dc","Honest, but most of it wouldn't fit the house. Choice without the constraints is just noise.","The whole range",{"_uid":123,"text":124,"title":125,"chosen":89,"component":117},"abde8f5f-ed7c-4611-88cf-deac66062b95","The survey has already done the filtering. The customer gets a real choice and the surveyor stops being the bottleneck.","Every boiler that suits this house","options_compare",{"_uid":128,"text":129,"component":57},"b1ca3228-d32d-4419-b23f-9e582c56ca1a",{"type":38,"content":130},[131,136],{"type":41,"attrs":132,"content":133},{"level":43},[134],{"text":135,"type":47},"Building it",{"type":49,"content":137},[138],{"text":139,"type":47},"I designed the app and built the front end myself, including that final choice screen. Being both designer and developer meant the survey's guardrails and the layout of the choice could change together, instead of being negotiated across a handover.",{"_uid":141,"label":142,"caveat":143,"figure":144,"component":145},"563fa8c9-cf24-4f7a-b418-04f6e47c6c4b","sales conversion","Reported uplift after launch, which I attribute to the choice screen. It wasn't a controlled test.","+50%","metric",{"_uid":147,"text":148,"heading":154,"component":155},"7a5851ad-80ff-465d-bd49-e2a2225f3ff5",{"type":38,"content":149},[150],{"type":49,"content":151},[152],{"text":153,"type":47},"I'd agree the measurement plan before launch. I'm confident the choice screen moved the number, but I'd rather show it than say it. I'd also track failed installs from day one, because that was the problem HomeServe actually walked in with.","With hindsight","reflection","Discovery, service design, front-end build","Fix inaccurate boiler surveys and poor quote conversion.","bar","At Razor","Home services","HomeServe already knew surveys were going wrong and quotes weren't converting. I started with their senior people, then booked a boiler quote at my own home to see it from the customer's side. The answer was a guided survey that codified the install rules, and a final screen that let the customer choose.","Customers were told which boiler they'd get, with no reasoning and no say. Surveyors carried the installation rules in their heads, and installers paid for every slip.","case_study",[165,166,167],"discovery","service-design","front-end","sales conversion, which I attribute to the choice screen I designed and built","Discovery and front-end build for HomeServe's boiler quoting app: a guided survey and a customer choice screen behind a 50% conversion uplift.","homeserve","work\u002Fhomeserve",null,0,[],false,230940080752588,"a755e39c-9c77-4c17-b777-5063402d156c","default",[],1792072709,[],[],{"cache-control":184,"connection":185,"content-encoding":186,"content-type":187,"date":188,"etag":189,"referrer-policy":190,"sb-be-version":191,"server":192,"transfer-encoding":193,"vary":194,"via":195,"x-amz-cf-id":196,"x-amz-cf-pop":197,"x-cache":198,"x-content-type-options":199,"x-frame-options":200,"x-permitted-cross-domain-policies":201,"x-request-id":202,"x-runtime":203,"x-xss-protection":204},"max-age=0, public, s-maxage=604800, stale-if-error=3600","keep-alive","gzip","application\u002Fjson; charset=utf-8","Thu, 15 Oct 2026 13:59:06 GMT","W\u002F\"90ea33be4bd950880fd646f77e471a81\"","strict-origin-when-cross-origin","5.980.1","nginx\u002F1.29.1","chunked","Origin,Accept-Encoding","1.1 070f247c6818b198db4fd325e7af68ba.cloudfront.net (CloudFront)","6AmNRRq22do3Rfs2ibNJF9qJ_81FHaNgndXkmL53Pg4kXlNBNuHuTw==","MIA50-P7","Miss from cloudfront","nosniff","SAMEORIGIN","none","d855ac95-9b0c-4a6c-ab02-03a712bfe91c","0.022576","0",{"discovery":206,"service-design":207,"product-direction":208,"facilitation":209,"front-end":210,"engineering":211,"leadership":212,"data-ux":213},"Discovery","Service design","Product direction","Facilitation","Front end","Engineering","Leadership","Data UX",1792072745634]