Overview

Customers' expectations

Customers are expecting services that are easy to use, personalised, based on their needs and what they have told us about themselves
They expect us not to ask the same information twice and to be clear on how we will use their data and keep it safe
They want to be able to contact us in a way that works for them

To proactively offer information and services to our customers based on their needs and what they told us before
Reduce friction so they don’t have to give the same information for different services and can have a Single Sign On
Link services to make user journeys simpler
Consistent and accurate data source so we can make better decisions
Being more transparent by playing back the information we hold to our customers
Allow customers to update their own details (where appropriate)

Single view of the customer
Better data (avoid duplication + less potential for errors as the data is entered directly by the customer) and clever use of it for more relevant services
Encourage online interactions and self serving
Will facilitate and provide extra functionalities for future online services
Potential to improve actual services (in combination with the SE Design System)
Being more in line with what our customers expect