Empowering Kiwi consumers with choice and value.

Giving power to the people.

Flick was formed to give Aotearoa's power consumers a better way to buy their power – by challenging the status quo and putting people in charge of their power usage with access to better power prices and environmentally responsible notifications. While Flick grew quickly, the market has become even more cluttered with competitors – so it was time to double down and take another leap forward.

Standing up and standing out.

Flick sees itself as an energy sector activist, so the rebrand and new site focussed on positioning Flick as a champion for change and better value. During the rebrand, the research found that while more control over power usage was a huge benefit to customers, many Kiwi were strongly drawn to the fact that Flick was sticking it to the big guys.

Making things even easier.

A new product strategy allowed us to make Flicks' proposition clearer and more compelling – and present products in ways that are better aligned with key consumer needs. While Flick was already delivering a simple experience – we focussed on making Flicks' value proposition, product options and signing up even simpler and easier for customers.

The site is a mission-critical channel for Flick, so their success depends on every interaction with customers being on brand and point.

Committed to delivering value.

Everything about the Flick experience aligns around choice, value and putting customers first, including a Flickin' Best Plan Promise – which means every 90 days, Flick reviews each customer's power usage to compare them against the rates of its Flat and Off-Peak pricing plans. Flick then works out if each customer is on the best plan for their household or if there are savings to be made by changing to a different Flick plan.

This experience of value and product proposition was informed by a human-centred design approach that included empathy interviews with consumers and synthesis into multiple opportunity areas. Flick was able to focus on where they could provide value and fairness based on this research.

Making a positive impact.

For customers, the new experience helps them help themselves – with off-peak plans and tools enabling consumers to use less energy. The plan chooser makes selecting a product so much simpler, and now the sign-up process is sector-leading.

The site launched in mid-2021, and in the first six months, site stats were overwhelmingly positive;

• Conversion rate lifted by 54%

• Pages per session were up by 59%

• Bounce rate was reduced by 93%

• Average time on site has increased by 2.96%

Flick won the Canstar Blue Survey for 2022. They were awarded five stars for best overall customer satisfaction, customer service, bill and cost clarity and ease of sign-up.

Flick attributes this last rating to the new site experience, having seen a year-on-year improvement in their "ease of sign-up" jumping to the top position over last year, where they received 4 stars in this category.

Empowering Kiwi consumers with choice and value.

Flick sees itself as an activist in the energy sector – so the rebrand and new site focussed on positioning Flick as a champion for change and better value.