Context
In an increasingly competitive energy market, an industry leader sought to reach a new target audience—millennials—at a key moment in their life journey: moving.
To address this challenge, the company wanted to design a simple, seamless, and distinctive digital experience capable of guiding individuals through the process while enhancing its brand’s appeal.
Vertone supported its client in designing this new experience by leveraging expertise in product design, UX/UI, and design thinking to create a solution centered on user needs and streamline the entire customer journey.
Our Support
Understanding User Needs
Our teams conducted market research, analyzed competitors’ offerings, and examined user expectations in order to identify the main frustrations people face when moving.
Designing the User Experience
Through a series of design thinking workshops, we defined the target user journeys and designed an experience tailored to the specific needs of millennials.
In particular, we worked on:
– user journey design;
– interactions between the various services offered;
– the web and mobile experience;
– consistency across digital touchpoints.
Designing Digital Interfaces
Vertone helped define the digital interfaces needed to roll out the offering, with the goal of providing simple, intuitive, and consistent navigation across all channels.
Oversee the deployment
Our teams were also responsible for:
– coordinating with partners;
– defining key performance indicators (KPIs);
– managing the project;
– rolling out the solution to Customer Relationship Centers.
Results
This project led to the development of an innovative user experience centered on moving.
Key results achieved:
– launch of one of the most comprehensive moving support services on the French market;
– Provision of 8 “special deals” negotiated with leading partners for products and services essential for moving
– co-design of the service with nearly 1,000 users to ensure the experience met their expectations;
– rollout of the service to more than 4,000 call center agents.
