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Gamified Educational Platform for Utility Customer Feedback
  1. case
  2. Gamified Educational Platform for Utility Customer Feedback

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Gamified Educational Platform for Utility Customer Feedback

supercharge.io
Utilities
Environmental Services
Government

Challenges in Engaging Customer Feedback for Regulated Utilities

Water utility companies face mandatory regulatory requirements to collect customer feedback through innovative, engaging surveys while maintaining data robustness. Challenges include educating users about complex utility operations, avoiding cognitive biases in responses, and achieving survey completion rates under 5 minutes despite the technical subject matter.

About the Client

Regulated water utility providers required to incorporate customer feedback into five-year business plans under Ofwat regulations

Objectives for Gamified Feedback Platform

  • Create an engaging, game-like interface to educate users about water utility operations
  • Collect statistically significant customer feedback on service prioritization and pricing
  • Eliminate framing effect biases through randomized UI/UX elements
  • Visualize real-time impact of user choices on environmental, financial, and service quality metrics
  • Meet Ofwat's regulatory requirements for innovative survey methodologies

Core Functional Requirements

  • Dynamic slider controls for service investment allocation
  • Real-time environmental/financial impact visualization engine
  • Randomized service presentation order for UX neutrality
  • Educational micro-content modules about utility operations
  • Robust data collection and analytics dashboard

Technology Stack

Web platform (React/TypeScript)
Mobile application (React Native)
Real-time data visualization (D3.js/WebGL)

System Integrations

  • Regulatory reporting systems
  • Customer analytics platforms
  • Environmental impact databases

Non-Functional Requirements

  • Sub-5 minute survey completion SLA
  • High-availability architecture
  • GDPR-compliant data handling
  • WCAG 2.1 accessibility compliance

Expected Business Impact

Anticipated 300% increase in survey engagement rates compared to traditional formats, with 65%+ of participants demonstrating willingness to pay premium rates after understanding service complexities. Expected to set new regulatory compliance benchmarks while providing actionable insights for infrastructure investment prioritization through behavioral economics principles.

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