Who are City Plumbing?

City Plumbing are a trusted plumbing and heating suppliers for the trade with over 4,500 colleagues across more than 350 branches and sites around the UK.

What was the project?

City Plumbing faced a crucial growth opportunity, marred by outdated back-end systems and a fragmented digital presence. The lack of omnichannel investment inflated costs and damaged the reputation of installers. Basic digital purchasing journeys were flawed, leading to inconsistent customer experiences. Employees lacked essential tools, and existing services fell short. Despite the challenges, the team worked tirelessly to provide top-notch service.

How did I help?

In my role as the Lead Service Designer, I orchestrated a comprehensive current state diagnostic. This involved scrutinising landscape capabilities, digital metrics, and emerging hypotheses to chart the path forward.

We conducted extensive research, including interviews with City Plumbing installers, employees, and competitors, we gained insights from 524 survey responses. We evaluated competitors to understand market dynamics. Customer interviews, data analysis, and a review of existing research defined the current Installer customer base.

Collaborating with experts in strategy, technology, design, data, and delivery, we employed experience-led methods for a holistic user-centred design approach. This journey involved highs and lows, but it culminated in a deep understanding of how to revolutionise the future customer and employee experience.

What was the outcome?

Our efforts led to the implementation of a 12-week "fix the basics" program, preventing customer attrition to competitors. We provided a comprehensive roadmap for short, medium, and long-term improvements, backed by a value framework highlighting impactful services. City Plumbing now possesses essential tools, including Mindsets, Experience Principles, Journey Map, Service Propositions, and Value Framework, empowering executives to make strategic decisions that balance objectives and constraints. The result: a seamless and enhanced digital experience for both customers and employees at City Plumbing.