Work completed while working at Engie.
At Engie I was part of an agile team to redesign, rebuild and relaunch the Customer Acquisition Portal (CAP): to make it compliant, reliable, and a better experience.
The redesign made the process to sign-up for Engie’s home energy product more customer-centred. It was not about how quickly the sign-up process could be completed - it was more important that we were gaining the right customers the right way.
The revised customer journey added a few more steps but the benefits were evident - users were better informed about what they were signing up for, got more accurate estimates of future bills, and the process was compliant with regulatory requirements.
To achieve this required a close working relationship between designer, developer and product owner, to understand the inter-relationship between design, technical and operational choices.
`The revised customer journey supported a number of different customer types.
The redesigned screens provided context sensitive help and information.
The customer portal was also overhauled