a future facing digital strategy

Rapid sprint-based redesign of E.ON's mobile app, improving customer account management and reducing operational costs through smarter self-service.

timeframe

User testing, Sprints, Prototyping

The problem

E.ON was under pressure from multiple directions. New entrants to the energy sector were eroding their customer base, while their existing digital experience wasn't doing enough to retain the customers they had. Their app lacked the functionality customers expected, and heavy reliance on call centre contact was driving up operational costs.

Our hypothesis

If we could shift customers to self-serving through a connected mobile experience, we could reduce cost to serve while making E.ON feel relevant and future-facing to a younger, digitally native audience.

We used service design principles to move fast. We did a seven-day collaborative sprint for three focus areas, producing prototypes that visualised the ideal customer experience before committing to build. This rapid prototyping approach allowed us to test and align quickly across stakeholders.

The design

The solution centred on E.ON's mobile app, that was redesigned to give customers full control of their account in one place. For the first time, users could manage their account end to end, pay bills, and contact customer services directly from their phone. The experience was built around E.ON's sustainability ambitions too, positioning the brand as a forward-thinking energy partner rather than just a utility.

We also also designed a quiz to help users find out if they are eligible for a grant.

The solution

The result was a redesigned E.ON mobile app that gave customers full account management, bill payments, and direct messaging in one place. The experience strengthened brand engagement around sustainability while reducing call centre dependency — cutting costs for E.ON and improving service for customers.