Plug & Play modernised an ERP system focusing on front-end design and development, designing a scalable user interface framework for a large public utility brand.

The legacy application used by Utility Warehouse’s call centre team meant that onboarding and training new operators took a huge amount of time, at real cost to the business. The goal was to streamline the software, so training and onboarding could be much faster, and therefore less costly.

Plug & Play focused first on the ERP system with the most to gain, the tooling Utility Warehouse's call centre used every day. The process moved from user interviews and research, through user flow definition and low-fidelity prototyping, to high-fidelity design and a structured handover to the client's development team, so the internal team could own and extend the system with a clear source of truth rather than a one-off deliverable.

The result was a modernised interface that accelerated training and slashed training time. Verification tasks were redesigned around simpler, clearer form logic, built around how call centre operators actually work. Key data was restructured around what operators needed in front of them, with non-essential information stripped back and better access to information on the go, replacing a system that demanded lengthy training with one built to be learned fast.

Phase one landed on time, in three months. The streamlined ERP interface was intuitive enough to significantly cut training time for new call centre operators, turning a legacy UX problem into a faster, less costly onboarding process for the business.