OVO Energy

OVO Energy is a major UK energy company that combines supply of electricity and gas with a strong push toward sustainability, green energy, and modern energy-management services.

My role
As part of an agile design team, drove design initiatives to protect and support financially at-risk customers during a major transition for arrears collection. Tenure followed an OFGEM (the UK’s independent energy regulator) audit of OVO’s payment collection practices.

Projects to mention
I streamlined and migrated OVO’s payment plan setup flow, reducing friction, ensuring compliance, and driving a fourfold increase in sign-ups. I also lead a cross-functional design sprint to set the foundation for OVO’s payment plan future vision, the results of which I compiled into a compelling presentation to secure senior stakeholder buy-in for a vision piece.

Collections Future Vision - Design Sprint

↑ Facilitated a cross-organisational Design Sprint, guiding 14 participants to map the arrears collection flow, surface pain points, and quantify risks. Enabled diverse stakeholders to align on a clear mission through structured collaboration and problem framing. The outputs provided the foundation for the future-vision strategy, ensuring the initiative had both immediate direction and long-term relevance.

Deck used during sprint

Collections Future Vision - Final Deck

Some key screens:

↑ Co-created compelling presentations that equipped our Senior Manager to influence and secure Director buy-in for a vision piece. Clearly articulated business value, regulatory security, and customer experience benefits and gainedapproval for a long-term, in-house payment plan setup system, now included in OVO's 2026 roadmap

Link to deck

Collections Future Vision - Prototype

↑ North star prototype

Payment Plans hosted by Aryza

Currently, if a customer wants to set up a payment plan, they have to navigate to a webpage on the ovo website, and sign up with 3rd party Aryza:

We were constrained to working within the tech flexibility of this white-lable digital product, but were still able to recommend improvements.

Changes that were made

Screens were consolidated: