Enhancing MOSL’s user experience through service design

MOSL, the market operator for the business water market in England and Wales, wanted to continuously improve user experiences of its low volume interface (LVI). With over 5,000 active users from more than 70 trading parties, MOSL first needed to understand the diverse needs and challenges of its users to uncover opportunities for impactful service enhancements.

With expertise in service design, MOSL enlisted CGI’s change management and enablement experts to develop a roadmap of human-centred improvements to its system.

The outputs and benefits of our work included:

• Conducting in-depth research: Through user interviews, workshops, usability testing, and surveys, we uncovered the LVI’s usage patterns and usability challenges to inform the creation of a more efficient, accessible platform.
• Performing heuristic analysis and benchmarking: We identified the system’s strengths along with opportunities for improvements that will enhance user experiences.
• Delivering a prioritised roadmap: Our roadmap provided phased, user-focused recommendations to help MOSL streamline processes, develop a more efficient service, and deliver visible, iterative improvements to the LVI.
• Empowering MOSL with service design principles: We highlighted the importance of user feedback and experiences in driving ongoing service transformation, empowering MOSL to place users at the heart of its system.