Engie – BILL-e

In short

In 2016, the ENGIE customer area seemed to be underused by companies and local authorities, even though it is a strategic target. Over four years, we were asked to better understand their needs, to create a space that was entirely dedicated to them in minute detail and to oversee the creation of new features.

Challenges

As the market opened up to competition, the after-sales service was too overburdened to support key accounts in managing their contracts. ENGIE launched Bill-e, the space 100% dedicated to professional customers. The design work required the re-interpretation of customer relations processes, the alignment of different professions and, above all, dealing with the needs of a particularly varied target audience: local authorities, SMEs, large groups and multi-site managers.

Steps

1. 1UX audit
2. 2Field study
3. 3Target vision
4. 4Tree structure & UI Kit
5. 5Wireframes & key screens
6. 6User testing
7. 7Transfer and follow-up of development
8. 8Scope of new functionalities