[{"data":1,"prerenderedAt":171},["ShallowReactive",2],{"work\u002Fhomeserve-boiler-quoting::{\"resolve_relations\":\"case_study_group.case_studies,work_history.roles,role.case_studies\",\"version\":\"published\"}":3,"datasource:sectors":154,"datasource:capabilities":162},{"data":4,"headers":131},{"story":5,"cv":128,"rels":129,"links":130},{"name":6,"created_at":7,"published_at":8,"updated_at":9,"id":10,"uuid":11,"content":12,"slug":119,"full_slug":120,"sort_by_date":121,"position":122,"tag_list":123,"is_startpage":66,"parent_id":124,"meta_data":121,"group_id":125,"first_published_at":8,"release_id":121,"lang":126,"path":121,"alternates":127,"default_full_slug":121,"translated_slugs":121},"HomeServe: boiler quoting","2026-11-05T22:46:40.588Z","2026-11-05T23:19:35.917Z","2026-11-05T23:19:36.378Z",238506805634706,"bec762fe-eb87-42ac-8151-7123d368c7c1",{"_uid":13,"body":14,"title":6,"period":105,"my_role":106,"sectors":107,"summary":109,"question":110,"component":111,"work_type":112,"capabilities":113,"organisation":118},"88028221-4646-43a5-b297-c98707f26496",[15,32,54,59,81,90,96],{"_uid":16,"text":17,"heading":30,"component":31},"72713d46-600f-4842-9a04-0d403ac12058",{"type":18,"content":19},"doc",[20,26],{"type":21,"content":22},"paragraph",[23],{"text":24,"type":25},"HomeServe came to us with two problems it had already spotted. Surveys were coming back incomplete or wrong, so an engineer would turn up to fit a boiler and find something that stopped the job. That wastes a day and leaves the customer unhappy. Separately, too few quotes were turning into sales.","text",{"type":21,"content":27},[28],{"text":29,"type":25},"I started with the senior people who ran the service, to understand how quoting was meant to work and where they thought it was breaking.","The problem","text_section",{"_uid":33,"items":34,"heading":52,"component":53},"b5abf25c-c855-4657-b983-b66f49c98d3c",[35,40,44,48],{"_uid":36,"text":37,"title":38,"component":39},"8bede69f-4c8b-4cc9-99ba-f8e21f01b550","Discovery with senior stakeholders on the quoting process and the problems they could already see.","Talk to the people who run it","step",{"_uid":41,"text":42,"title":43,"component":39},"3b55bbfd-fd14-433f-bc59-a32c1e0479e5","I booked a boiler quote at my own house, so I could see the service from the sofa.","Become the customer",{"_uid":45,"text":46,"title":47,"component":39},"a5709514-b7a2-4aa4-8415-5c47171ffcf7","A guided survey for the surveyor, and a choice of boilers for the customer.","Design the app",{"_uid":49,"text":50,"title":51,"component":39},"0e663a52-dc66-43ed-b11c-268f446f6927","I designed and built the app's front end myself, including the final screen where the customer chooses their boiler.","Build the front end","How it unfolded","steps",{"_uid":55,"text":56,"label":57,"component":58},"9abcd986-dec3-4a76-8aa3-f48e130816e6","The surveyor spent the visit tapping through an iPad and muttering under their breath, then told me which boiler I'd be getting. I couldn't see the reasoning, and I wasn't offered a choice. As the customer, I just had to trust it.","What I saw","insight",{"_uid":60,"heading":61,"options":62,"decision":74,"component":80},"1916567d-7983-4893-a934-9c8ae0fc54ad","One boiler, or a choice?",[63,69],{"_uid":64,"name":65,"chosen":66,"component":67,"description":68},"ee101bb0-7eea-4e0d-9def-41d08ee730a5","Prescribe one model",false,"option_item","How the service worked at the time. Simple, but the customer can't see why, and has nothing to say yes to except the price.",{"_uid":70,"name":71,"chosen":72,"component":67,"description":73},"97951e29-445a-4f2c-9aaa-f91fdd97c489","Show every boiler that suits the house",true,"Use the survey answers to work out which boilers fit, and let the customer pick.",{"type":18,"content":75},[76],{"type":21,"content":77},[78],{"text":79,"type":25},"We gave the customer the choice. The final screen shows the range of boilers that suit the house, and the customer picks the one they want.","options_considered",{"_uid":82,"text":83,"heading":89,"component":31},"ec7719d6-2130-42b4-81d4-08f7feb2ea69",{"type":18,"content":84},[85],{"type":21,"content":86},[87],{"text":88,"type":25},"The same app turned installation specifications and rules into a guided survey. Surveyors had to ask and record what the installation needed: things like the length and bends of the gas pipe route, or where the flue would exit and what clearances it had. The aim was simple. The engineer shouldn't arrive on the day and find out the survey was wrong.","Guardrails for the surveyor",{"_uid":91,"basis":92,"label":93,"value":94,"component":95},"7e36f422-40ce-41a5-ba1e-36136b5667fc","Reported outcome. I attribute it to the customer-choice screen. The baseline, timeframe and measurement method aren't recorded, and it wasn't a controlled test.","uplift in sales conversion","50%","metric",{"_uid":97,"text":98,"heading":104,"component":31},"6246aab5-c1b6-446b-8312-98b2d5fa61c4",{"type":18,"content":99},[100],{"type":21,"content":101},[102],{"text":103,"type":25},"How the 50% was measured, and whether the guided survey cut the number of installations that couldn't be finished. As far as I know, nobody measured the second one.","What I'd still want to know","","Discovery, service design and front-end development, at Razor",[108],"home-services","HomeServe already knew its surveys were unreliable and its quotes weren't converting. I booked a boiler quote at my own house to see why, then designed and built the front end of the app that came out of it.","Why were boiler quotes going wrong, and not turning into sales?","case_study","modernisation",[114,115,116,117],"discovery","service-design","product-design","front-end","HomeServe","homeserve-boiler-quoting","work\u002Fhomeserve-boiler-quoting",null,-60,[],238506020350277,"8609c1c7-9f4a-409a-8f23-731d1ef78a3c","default",[],1793922325,[],[],{"cache-control":132,"connection":133,"content-encoding":134,"content-type":135,"date":136,"etag":137,"referrer-policy":138,"sb-be-version":139,"server":140,"strict-transport-security":141,"transfer-encoding":142,"vary":143,"via":144,"x-amz-cf-id":145,"x-amz-cf-pop":146,"x-cache":147,"x-content-type-options":148,"x-frame-options":149,"x-permitted-cross-domain-policies":150,"x-request-id":151,"x-runtime":152,"x-xss-protection":153},"max-age=0, public, s-maxage=604800, stale-if-error=3600","keep-alive","gzip","application\u002Fjson; charset=utf-8","Thu, 05 Nov 2026 23:46:01 GMT","W\u002F\"c88f9268f8577bc17b9e3ad416d294d8\"","strict-origin-when-cross-origin","5.1002.0","nginx","max-age=31536000","chunked","Origin,Accept-Encoding","1.1 02c31a54fc7dfc1679fec7e748f537c6.cloudfront.net (CloudFront)","-uPeahM1OtVXX_YAzjPTfaV9OO8e2UbLijKMEmxSw01KWeP5FzyfSg==","LAX54-P1","Miss from cloudfront","nosniff","SAMEORIGIN","none","233c0023-f4f3-4a27-b4a0-7515c21826a6","0.019312","0",{"manufacturing":155,"ict-managed-services":156,"hospitality":157,"print-ecommerce":158,"healthcare":159,"architecture-property":160,"home-services":161},"Manufacturing","ICT managed services","Hospitality","Print & e-commerce","Healthcare","Architecture & property","Home services",{"service-design":163,"product-design":164,"front-end":165,"product-direction":166,"facilitation":167,"technical-leadership":168,"ai-assisted-delivery":169,"discovery":170},"Service design","Product design","Front-end development","Product direction","Facilitation","Technical leadership","AI-assisted delivery","Discovery",1793922360904]