bPOWERd

Power on Joburg

Service Sprint

Product Sprint

“Service and Product Sprints were pivotal in our success, employing innovative research and design methods to transform bPOWERd into a product that customers love.”

Faiza Hassan

Founder, bPOWERd

Snapshot

Service and Product Sprints led to the successful deployment of bPOWERd, a powerbank rental solution tailored for the Johannesburg market's daily 10 hour loadshedding blackouts. Through meticulous service blueprinting and innovative research methods, we facilitated a seamless launch, resulting in immediate customer engagement and robust protocols for future growth.

Challenge and impact

Ensure a smooth customer journey to gather actionable insights during a three-month pilot phase

bPOWERd wanted to launch a pilot with an assured degree of success for its new innovative powerbank rental service in Johannesburg, enabling residents to rent small and large powerbanks for a range of devices, from phones and laptops to TVs and small fridges. The primary challenge was to ensure a smooth customer journey from the outset whilst gathering actionable insights during a three-month pilot phase.

Research savings

82%

Generated by training local agents to execute research

Key moments

35

Optimised for business impact, designed for delight

Satisfaction

91%

Agent app user testing satisfaction score

Objectives

Define the needs and behaviours of the target audience

Conduct pre-launch research to gather insights and refine the business model

Map the service journey to ensure a frictionless experience

Map out the complete customer journey and supporting services for the pilot phase

Identify the highest value touchpoint to deliver delight

Design a user-friendly Agent app for efficient battery rentals and tracking

What we did

Service blueprint design

We developed a comprehensive service blueprint that mapped out the entire customer journey. This included both front office interactions (customer touchpoints) and back office processes (supporting services). The blueprint covered the 90-day pilot, ensuring every aspect of the service was meticulously planned and executed.

Agent app Product Sprint

A 4-week Product Sprint facilitated the rapid creation of the bPOWERd Agent app, developed in collaboration with bPOWERd’s product designers.

This crucial tool enables agents to manage rentals and operations to monitor battery usage effectively. The app was designed to facilitate easy and efficient powerbank rentals, track the lifetime usage of each battery to provide valuable data for future product iterations, and incorporate identity verification using best practices to both speed up onboarding and help reduce theft.

Pre-launch research

As part of our Service Sprint, we designed and implemented a three-week pre-launch research phase. During this period, our agents interviewed over 900 potential customers.

This research provided three key insights: insights into customer preferences, including preferred rental durations and device compatibility needs; understanding customer expectations for reliability and ease of use; and identifying market opportunities, such as new customer segments and potential enhancements to the service model.

How it helped

Discovering new business models

Research insights gave the business confidence to test new business models during the pilot

Pricing validated

97% pre-launch prospects thought the price was right and the service valuable

Day one readiness

Achieved immediate rentals on day one, indicating strong market demand and effective service preparation

bPOWERd

Power on Joburg

Hello! Let's talk

To get started, we just need a bit of information from you

1 Queen Square
Bath, BA1 2HA
United Kingdom

© Copyright 2024 Advance Scout Limited. All rights reserved.