EWII self-service
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 a concept for self-service for private customers, which tailored the customers' experience.
Data, flexible design and scaling were keywords.
My Role: UX Designer
Company: Manyone for EWII
Date: june 2021 - june 2022
Methods and Tools: PreAnalysis, wireframes, prototypes, usertests, sprints, Figma
The design
EWII approached Manyone to help them build a digital customer experience for the future - focusing on a strategic foundation to become Denmark's strongest integrated multi-supplier.
The previous self-service had an outdated design and customers had difficulty finding what they were looking for. Besides a re-design, the goal was also to increase customer retention, expand into new markets and into new segments to create new revenue streams.
To meet these needs, a customer-facing platform and ecosystem was designed to facilitate engagement and loyalty.
The concept is therefore to create one personalised experience, so that the customer is not burdened with a gap between "open pages" and self-service.
Therefore, the self-service platform is always aware of:
Which products the customer has
Which products the customer can get and which products are not available to the customer
The content will then change. In practice, this required the preparation of many scenarios.
EWII's website where the content of the pages changes depending on whether you are a visitor, user or customer. Same page, data driven content.
The process
The project was a collaboration between EWII (the client), Immeo (the technology partner) and Manyone (the design agency).
Many departments within EWII had to be heard a long the way as they are specialised within water, heat, electricity, internet, customer service, invoicing and so forth. This was my responsibility to include feedback and ideas from EWII departments.
In general the project was characterised by complexity, focus on details and a clear strategy. Exactly what I love.
And as it was also within the business of green energy, it just made it even better.
My responsibility was to:
Prepare concept and wireframes for the self-service platform based on a preliminary analysis
Secure a flexible concept based on modules
Presents concept to EWII's management and C-level
Hand over wireframes for design - which, by the way, is made by Stéphanie Barbon
Ensure that the strategy is maintained and permeates the concept
Design for scale so that the modules could be reused for self-service for business customers - which you can read about here
In addition: User tests, client contact, and dialogue with developers and architects from Immeo.
For more, go to EWII.dk