Nuon

Webapplication design

       

    1. Skills: Task flows/user journeys/ Customer journey mapping, Screen flows, wireframes, rapid prototyping, usability tests
    2. Projects: Online Sales, Online Retention, Self Service, Tradeplatform
    3. Tools Used: Illustrator, Photoshop, Axure, Jira

    4. Website: Nuon

    5.  

    OVERVIEW

    Nuon Energy N.V., part of the European Vattenfall, produces and supplies electricity, energy-related products and services, gas, heat and cold. Nuon strives for a fossil-free energy supply within one generation; clean, reliable and affordable. With 4,200 employees, Nuon serves approximately 2 million private and business customers.

    MY ROLE

    Sr. User Experience Designer. Working at the departement Marketing Strategy, communicator between Marketeers and Developers. What is planned and sort out like new ideas on the touchpoints, at Marketing, I should bring to the development team and discuss with the product owner of the product management departement. Ofcourse after I got total support from the unit product management director, customer journey manager and marketing strategy director. In this year I managed to work on 4 projects: Online sales, online retention, self service energy management and NHP, the trade platform. Besides the digital projects I translated the Nuon-promises into UX design, building a UX strategy beside the business Strategy. For the agile teams I set up a navigation tool for how to bring more User Exprience to product and service. With Sharepoint I build a website where colleques can look up tips and tricks on how to build more user experience and usability into their products.

     

    DURATION

    Unfortunatly only one year. Much has happened that year in that company. Although the time wasn't that long, I found the time to do a little extra, like learning colleques how to prototype, a monthly digital report design for business clients app and one idea how to store solar energy and re-use the energy to warm your house and watersupply.

     

     

     

    UX DESIGN IN SERVICE DESIGN

    Challenge

    Nowadays, investing in effective energy management reaps greater potential on rate of return (ROI´s) by adopting a holistic approach to improving energy consumption within manufacturing facilities and services.

     

    AGILE WAY OF WORKING

    How self service can lower energy costs

     

     

    The Projects

    Online service

    To be able to control energy costs, energy business and be able to get things done and getting insights.

    • My Invoice
    • My Usage
    • Tradeplatform
    • Vacancy

    Online sales

    To be able to get a contract online.

    • Request quotation with calculation
    • Be able to get a contract online

    Online retention

    Keep your customers, online

    • Be able to build your products online

    More conversion

    Website analysis by doing A/B tests for more conversion and visits

    • Funnel design
    • Banners
    • Landingpages
    • A/B tests

    Starting with a UX strategy

    Considering customer journeys

    The products we design are often just one aspect of a larger system, every aspect of which needs to be designed.

     

     

     


    Designing Touchpoints

    See our products less as standalone experiences, but as part of a wider network of experiences comprised of ‘touchpoints’ — all of which need to be designed. Touchpoints include:

    • Websites
    • Apps and mobile experiences
    • Email
    • Support services
    • Social media

    UX Strategy Blueprint

    Strategy is about uncovering the key challenges in a situation and devising a way of coordinating effort to overcome them for a desired outcome. It’s an interlocking set of choices that aligns activity and shows causality: if we do this, then we expect to see that. It connects analysis and planning with an intentional logic that guides decision making. The elements are:

    • CHALLENGES
    • ASPIRATIONS
    • FOCUS AREAS
    • GUIDING PRINCIPLES
    • ACTIVITIES
    • MEASUREMENTS

    Setting up the fundamentals and digital guidelines

    With focus on the six journeys that drive customer experience in B2B fundamental principles and digital guidelines were set up. Keeping in mind what promises Nuon to their clients.


    Online Service

    To be able to control energy costs, energy business and be able to get things done and getting insights.

     

     

    • My Invoices
    • My Usage
    • Tradeplatform
    • Vacancy
    • My Contracts
    • My Connections
    Administrators needs
    • look up and copy the invoices
    • report meter readings
    • compare usage
    Managers needs
    • compare usage
    • look up contracts
    • control connections
    • control vacancy

     

     


    Online sales

    For clients to be able to buy online. Compile your own products.


    Onboarding

    With a Google like sprint we managed to design the onboarding touchpoint. We show the client which steps to take when receiving an alert from Nuon.


    Landingpage

    Landingpages, banners and A/B test.