E.ON

We understood that E.ON required us to move at pace, to play catch up to its competitors.

We employed service design practices and principles to allow us to ideate quickly and rapid prototype.

We zeroed in on three critical areas for the future of the app - Customer Service, Smart Meters, and Business and Community Solutions - and collaborated with clients in a 7-day sprint to develop prototypes. These prototypes visually represented the ultimate customer experience in each of the defined areas.

For the first time, customers were able to handle their account entirely from their phone, whether it be paying bills or communicating with customer service through text. This not only strengthened the connection with customers but also positioned the brand as a leader in representing their future energy needs.

The enhanced service also reduced call centre interactions, leading to cost savings for E.ON.

We viewed this as a chance to rejuvenate the digital brand. By embracing an open and transparent design philosophy, we aimed to create a more straightforward and user-friendly interface, with a reduced emphasis on sales, and a greater emphasis on users' JTBD.

Our objective was not just to give the brand a new appearance, but to use the existing elements in a more cohesive and modern manner.

We implemented a clearer type hierarchy, established clear guidelines for colour usage, and developed a consistent shape language, all aimed at creating a more unified digital brand that appeals to a younger audience.