Digitalize Total's Customer Journey For SMEs
Total GRP intends to launch a digital offer dedicated to small businesses in the French and Dutch markets. We imagined a mobile app which digitizes Total’s customer journeys for SMEs through registration processes and monitoring of electricity meters with real-time readings (kWh/€). It will also allow customers to understand their consumption better and compare their bills with other energy providers.
Client
Total GRP
Year
2018
Services
Product Strategy, UI, UX
Duration
3 months
Lead UI Designer
Aurélie Radom
Lead UX Designer
Valentina Pedrazzini
Defining a new Customer Experience is not easy, but we believe co-creation makes it simpler.
The Energy Sector is undergoing a significant transition driven by changing technologies, new business models, increasing consumer engagement and climate change policy. Moreover, the agreement reached in Paris at COP 21 confirms the mobilization against climate change and the rise of energy transition beyond Europe. More and more, territories and customers aspire to be actors in their consumption. For a period of three months, Total GRP analyzed the B2B market and created a new omnichannel customer experience for gas and electricity. The purpose of this booklet is to illustrate this approach.
Everything began with a research phase to understand the context and reframe the question. Our frame was the B2B segment on two electricity and gas offers in the French and Dutch markets. We analyzed the business, benchmarking direct and indirect competitors and collecting customer insights from the marketing department. And last but not least, we offered a clear value proposition. What makes us different from others? This could be a difficult question, especially in the energy sector, where the service is not only intangible but also “invisible.”
About the persona
Peter is a CEO in Amsterdam. He runs a fintech company (12 people). Energy is not one of his top priorities, but he’s very price-sensitive. He quickly checks on the internet, he types “energy supplier company” and finds Total among the TOP 3 results. He compares prices on an online comparator and sees that Total is among the less expensive.
