2015-2018

Engie – BILL-e

The customer area for pros

    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

    Our involvment

    We gradually brought each stakeholder in the project together around a single target vision: to become a coach for professionals in order to optimise their energy expenditure. From the first version to the new features three years later, we have been the guardians of this vision, working to keep the experience as simple and appealing as possible while integrating new features.

    Co-constructed by its users, the BILL-e tool has been designed to meet the needs of professional clients. For them, access to information is now quick and easy. Mathias Michalon Digital Project Manager at ENGIE