Naturgy Factura Interactiva
Client: Naturgy (Power Energy Sector)
In the realm of user experience, sometimes solving big problems requires small, impactful solutions. This case study delves into how we addressed a significant communication challenge to enhance the customer experience for Naturgy, a major player in the power energy sector.
In this case study, we have explored how a seemingly simple task—simplifying energy bills—unfolded into a complex yet impactful UX project. It illustrates the power of thoughtful design in tackling real-world challenges and enhancing customer experiences.
Project Overview
The year 2021 posed formidable challenges in the energy sector, characterized by a relentless surge in prices. To maintain customer trust in these trying times, it became imperative to intensify and enhance communication efforts.
The initial task seemed straightforward: simplify the explanation of Gas/Electricity bills. However, as is often the case in our profession, simplicity in the project brief equated to complexity in execution. Naturgy presented a series of technological challenges rooted in legacy software and an immense volume of data generated by each client, compounding the complexity.
Furthermore, we had to consider what a client truly seeks when consulting an Electricity/Gas bill. This required thorough study before even conceptualizing a prototype. Fortunately, we discovered the key to success: readability.
Electricity bills are inherently complex, partly due to the limitations of the A4 paper format. This finite space doesn't apply in the realm of a web or app, presenting one of the factors contributing to Naturgy's communication challenges.
Another complexity arose from the legal requirements in Spain governing the explanation of bill composition. Numerous technical concepts were cloaked in complex language, confounding customers. Our challenge was to elucidate these concepts within the interface, ultimately improving customer relationships.
Methodologies
Our approach encompassed a variety of methodologies:
- Information Architecture: Crafting a logical structure for the app's information.
- Card Sorting: Organizing content for optimal user experience.
- Design Systems: Establishing design consistency and efficiency.
- Expert Review: In-depth assessment by UX experts.
- Field Studies: Gathering insights from real-world usage.
- MVP Conceptualization: Defining the Minimum Viable Product.
- Collaboration Tools: Utilizing gSuite, Slack, Trello for seamless teamwork.
- Figma: Employed for benchmarking, product design, and documentation.
- Excel: Utilized for data management, reports, benchmarking, field studies, and user content.
- Flowchart Apps: Creating visual representations of complex processes.
Deliverables
Our efforts produced several critical deliverables:
- Documentation on UX Information Architecture: Ensuring the app's structure was user-friendly.
- Keynotes and Slide Presentations: Communicating project findings and strategies.
- High-Fidelity Wireframes: Precise design representations.
- Low-Fidelity Wireframes: Initial design concepts.
- Reports on Benchmarking, Field Studies, Site Contents: In-depth insights and analyses.
- Reports on Navigation, Interaction Systems & Information Architecture: Optimizing the user journey.