Romande Energie, one of Switzerland’s largest utility companies, wanted to optimise their customer experience and simplify management of customer accounts.
blue-infinity proposed a new Portail Pro that would help reduce call-center volumes by providing customers greater transparency and management of their energy consumption.
The Portail Pro was Romande Energie’s first attempt to provide self-service account features, and required analysis and modelling of a number of complex business processes, such as moving client contract addresses and closing accounts.
A particular challenge was to take existing data structures and pre-defined processes in an expert system like SAP, and make them simple and comprehensible to users from all walks of life.
In order to deliver the features, we provided business analysis, defined user needs, information architecture and interactive design ideas, visual refinements, HTML development and usability testing.
We designed interactive self-service functionality allowing customers 24/7 access to common functions such as bill payments, address changes and account opening and closing.
Our approach was holistic. It included the conduct of workshops with stakeholders to determine and prioritise features, provide technical analysis of SAP systems, develop use cases and flow diagrams based on user needs, create clickable prototype to test with users, create graphic design and content deck, and develop and implement their site in collaboration with Romande Energie’s SAP vendor.