The story

Disrupting the British heating industry through digital.

Big industry players have always used salespeople to sell boilers. They visit customers’ homes to prescribe a boiler, flue, fixtures and fittings often at high prices. In this model, buying a new boiler takes two weeks from initial contact to installation.

Two heating entrepreneurs spotted that this process didn’t need to be so complicated, costly and time-consuming and decided to do something about it.

The challenge

A new digital model to empower customers.

Our clients wanted to let the customers take control of the process; and empower heating professionals, by linking them directly with their clients and cutting out the middle-man.

Being first to market was also critical. Not only did we need to launch in time for winter, when the majority of boilers are sold, but we were aware that dominant players in the industry were working on their own digital solutions.

The Approach

Creating a seamless digital experience.

We mapped out the boiler service journey from the point of view of the customer, installer, back office and supplier, discovering the key pain points and greatest opportunities to deliver digital efficiencies.

The Product

A process that used to take 2 weeks can now be done and dusted in 22 minutes.

We built a unique digital platform that would offer householders an entirely new way to upgrade their existing heating solution which was launched in the market in just 11 weeks.

Post launch we built an installer app, meaning any Gas Safe-accredited installer can set and manage availability for work, complete post-installation forms, submit post-installation photos and manage their payments.

Wrapped around the product, we developed the visual language, branding and comms needed to give Boxt its distinctive and compelling look and personality. Clean iconography injected with warm, playful elements creates a visual language in sync with an uncluttered and welcoming tone of voice. We created a playful boiler character out of BOXT's logo, which we deployed across channels to liven up a historically boring subject.

Results

Rated 10/10

on TrustPilot

Copycat sites are spreading:

imitation is the sincerest form of flattery

28,000+

unique visitors

More than 1,000,000

page views

Awards

2017 BIMA Awards, Product and Service Design

Impact

2017 Marketing New Thinking Awards

Best Use of Tech

2017 DADIs (The Drum Awards for the Digital Industries)

UX/Usability

2018 MOMA (Mobile on Marketing Awards)

UX/Usability

2018 MOMA

Best Product/Service Launch on Mobile

2018 MOMA

Mobile/Tablet Customer Facing App

2018 The Marketing Society's Excellence Awards

New Brand