E.ON Next is renewable energy supplier that's part of the E.ON group, one of the largest energy suppliers operating in the UK. E.ON Next is a dedicated energy specialist offering 100% renewable electricity to customers as standard. E.ON group is operational in Europe, the USA, Australia and Japan and services over eight million global accounts
THE CHALLENGE
As Design Lead for E.ON Next, a newly formed subsidiary of E.ON, I was responsible for the design and development of all customer-facing digital channels. This involved migrating millions of domestic and business customers from npower and E.ON to a new, state-of-the-art digital platform.
HOW I DID IT
As part of a fast-paced, in-house team, I led the design of digital channels for the migration of millions of customers to E.ON Next. Collaborating with Product Owners, Business Analysts, Service Designers, Content Designers, UI/UX Designers, and an in-house development team, I ensured timely delivery of a high-quality customer experience.
I partnered with two international design and research agencies to conduct user research and testing, validating design decisions with real customers. During the development phase, I worked closely with agile development teams, refining user stories and establishing a consistent design system.
Post-launch, I continuously monitored customer feedback and key funnel data to identify and address experience and technical issues, ensuring ongoing optimization of core customer journeys
THE OUTCOME
I contributed to the successful launch of a new app and website for E.ON Next, enabling the seamless migration of millions of customers. This resulted in a significantly improved customer experience compared to their previous energy suppliers.
I designed a smart data energy visualization tool that enhanced customer engagement and unlocked new opportunities for E.ON Next. This innovative tool provided customers with a deeper understanding of their energy consumption, empowering them to make informed decisions and better manage their energy usage, particularly crucial in the face of rising energy costs.