EWII, an energy company looking to lead the green transition, approached Manyone to help them create a strategic, digital transformation of their business. This involved, among other things, a re-design of their website and self-service.

My responsibility was to ensure the scaling of EWII's self-service for private customers so that it could also accommodate business customers. This includes everything from municipalities, landlords to the small ice cream shop. The complexity increased significantly because business customers have different needs than private customers, and the data foundation is much different.

Data, flexible design and scaling were keywords.

The design

The previous self-service did not have a self-service for business customers at all (!). And at that time, the energy crisis was raging, and it was more important than ever to create a platform, because business customers needed to be able to keep track of their consumption, prices and bills.

In continuation of having built EWII's self-service for private customers, the self-service now had to be scaled for business customers. This involved an adaptation of the existing user experience, but also adjustments in relation to new complexity and information which is particular for both small and large companies. Each company is unique, and the solution should be to create a uniform experience with flexibility so that both municipalities and small businesses could benefit from it.

The process

The deadline and budget were tight. However, it was important to ensure the strategy was in focus so that self-service, service and sales were connected.

What made the process with EWII’s business segment special was that the data foundation was very complex and not always up to date, and that the project really made a (positive) change for EWII’s customers.

The process also included:

• Prepare concept and wireframes for the self-service platform based on a preliminary analysis with business customers

• Presents insights to EWII management and C-level

• Handover wireframes for design - which, by the way, were made by Stéphanie Barbon and Jacob Bertram.

• Ensure that the strategy is maintained and permeates the concept

• Development of flexible modules with a high content of information, which must be able to function both for municipalities and sole proprietorships at the same time

• In addition: User tests, customer contact and dialogue with developers and architects from Immeo.