ZAPPER
an energy company challenge
The Challenge
Zapper, an energy company, is in the midst of a digital overhaul.
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A big player in their market, but with only an outdated corporate website to their name, they're eager to revamp their online services and more.
My task was to conduct an expert review. Pinpoint the shortcomings in user experience and unearth opportunities for improvement, dissecting areas for service enhancement and proposing actionable solutions.
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Timeframe: 1 week
"81% of clients prefer to take care of issues themselves before reaching out to live representatives."
Source: Harvard Business Review
Opportunities
After assessing Zapper's current state and identifying the main gaps, I pinpointed 6 main areas of opportunity
Website redesign for responsiveness and accessibility
Enhance digital communication channels
Create a digital Self-Service Portal and Help Center
Create a mobile app to empower customers with complete control
Improve navigation and information architecture
Create a personalized experience
First sketches of the Self-Service Portal and App
Early-stage designs are good for helping visualize structure, clarify concepts, and iterate quickly.
The New Website
Website redesign
The new website design, responsive, accessible and with streamlined navigation
Improving Navigation and information architecture
Creating dedicated sections for private customers and businesses
Tailored content to the specific needs and interests of each audience.
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Easier navigation for users to find what they're looking for quickly. They won't have to wade through irrelevant information.
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Greater relevancy and clear calls to action: each section has clear actions and content relevant to the user type.
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Brand differentiation: tailor messaging and branding for each section to resonate better with the specific audience.
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Streamlined communication: Manage inquiries from different customer segments more efficiently.
Credibility and Social Proof
Maintain the company's credibility by highlighting reliable information and sustainability efforts.
Keep the newsroom website area, and boost the sustainability, governance and impact areas
Self-Service Portal and Help Center
Provide autonomy and control to the customer by creating a self-service platform and a knowledge base
24/7 access for customers to access information and resolve issues on their own
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Autonomy and control: manage accounts, track usage, and make changes independently.
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Enhanced Customer Satisfaction - Faster Answers, Less Frustration: Customers who can address their needs independently tend to feel more in control and have a more positive experience.
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Business Impact: Reduced call volume, Improved efficiency and cost savings, faster resolution times
Overall, a more positive experience.
With the most relevant actions above the fold, a straightforward and intuitive IA and one click away direct communication channels
The Self-Service Portal
A new customer centric self-service portal, with most features available one click away.
With the target to allow customers to fulfil their goals as fast and easily as possible without the need to contact a service representative.
The App,
a personalized experience
A place where customers can control their energy consumption, easily access all their documents, invoices and account information.
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Usage history
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Usage predictions
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Tariff suggestions
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Saving tips
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Seamless payments
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Quick and easy meter reading submissions
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All invoices and information in one place
