Process flow for new registration journey, customers register either by email if eligible, or with account details (presented as users' choice in old journey)
Step 1 - enter email
Step 2 - customer details
Step 3 - enter account number (only for customers who aren't eligibile to register via email)
Step 4 - Choose password (customers not eligible to register via email)
Registration complete
Step 3 - Terms and conditions (email registration journey only)
Email sent (email registration only)
Choose password (email registration only)
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Project to redesign the registration journey for British Gas. By reducing user choice and designing a more conversational journey we saw a 20% up Read More