Should Ovo Energy prioritize expanding our smart meter rollout or improving our mobile app features?

Introduction

The trade-off we're examining today is whether Ovo Energy should prioritize expanding our smart meter rollout or improving our mobile app features. This decision is crucial for our company's growth strategy and customer engagement efforts. I'll analyze this trade-off by considering our business objectives, user impact, technical feasibility, and resource allocation.

Step 1

Clarifying Questions (3 minutes)

• Context: I'm thinking our smart meter rollout is part of a larger sustainability initiative. Could you provide more context on how far along we are in this rollout and what percentage of our customer base currently has smart meters?

Why it matters: Helps gauge the potential impact and urgency of expanding the rollout Expected answer: About 40% of customers have smart meters, with a target of 80% by next year Impact on approach: A low current adoption would prioritize rollout expansion, while high adoption might shift focus to app improvements

• Business Context: Based on our revenue model, I assume smart meters contribute to energy efficiency and cost savings. How significant is the impact of smart meters on our bottom line compared to customer retention through app engagement?

Why it matters: Aligns the decision with our primary revenue drivers Expected answer: Smart meters have a larger direct impact on revenue, but app engagement is crucial for customer satisfaction and retention Impact on approach: Would help balance short-term revenue gains against long-term customer value

• User Impact: I'm curious about our user segments. Do we see different behaviors or preferences between smart meter users and non-users in terms of app engagement?

Why it matters: Identifies potential synergies or conflicts between the two options Expected answer: Smart meter users tend to be more engaged with the app, using energy monitoring features frequently Impact on approach: Could suggest focusing on app features that complement smart meter usage

• Technical Feasibility: Regarding our app infrastructure, how scalable is it currently? Are there any technical limitations that would hinder significant feature expansions?

Why it matters: Assesses the feasibility and potential timeline for app improvements Expected answer: The app is built on a modern, scalable architecture, but some legacy systems integration might slow down certain feature implementations Impact on approach: Might influence the scope and timeline of potential app improvements

• Resource Allocation: Can you give me an idea of our current team capacity and budget allocation between the smart meter rollout and app development teams?

Why it matters: Helps understand the resource trade-offs and potential constraints Expected answer: The smart meter team is larger and has a bigger budget, but the app team has been growing recently Impact on approach: Would inform how realistic it is to shift resources between these initiatives