04 CREATED FOR ELISA
Household Intelligence
A shared view of the household, its services and the next relevant conversation.
WORKING PROTOTYPE / SYNTHETIC DATA
WHAT WE SAW
A familiar challenge.
A new possibility.
An individual customer view can miss what the rest of the household already owns. The prototype starts with Emilia, a fictional customer offered a product her household already had.
Emilia is a fictional customer.
What we made
A retention portal that brings household information together, explains risk signals and suggests a relevant next product. The team can review eligible households, refine an offer, launch it and follow the response.
Today
- Offers for products the household already has.
- The same discount for everyone at risk.
- No way to see if the action paid.
With Household Intelligence
- A view of who is in each household and what it owns.
- A relevant next product for the household.
- An offer reviewed before launch, with the response tracked.
THE MOMENT
The retention team sees which households need attention and why, then decides what to do next.
- Identify a customer group that needs attention.
- Review the eligible households and reasons for risk.
- Refine the recommended offer.
- Launch the campaign and follow responses.
- Move households that need a conversation to personal outreach.
SEE IT WORK
The prototype, in action.
Illustrative prototype using synthetic data. Screen values demonstrate the flow.
A CLOSER LOOK
Small details. A different experience.
MAKING IT REAL
Built around
Elisa’s world.
The starting point
Designed for BigQuery, Elisa’s churn scores, Pega next-best-action and OmaElisa. A starting point is one shared definition of a household and its value.
What we’d validate together
Agree the household definition, check the quality of the connected data, and validate the recommendations with Elisa’s teams.
The screens and flows are illustrative. Customers, accounts and activity are simulated; the prototypes would be validated with Elisa’s teams.