Evolving into the energy provider of the future through new digital touchpoints
Elevating the user experience of customer and corporate websites, alongside a web app for customer self-care across six markets.
Evolving into an energy provider of the future
Petrol - Slovenia’s largest importer, largest organisation by income and one of the largest trading organisations found itself at the cusp of its next stage of evolution in 2016. This step was transforming into an energy provider of the future and a MUMESCo company (Multi Utility, Mobility and Environmental Service Company), that would combine comprehensive solutions for energy, infrastructure, buildings, environment and mobility for municipalities, regions, public and private sectors, households and industry.
A DIGITAL ECOSYSTEM THAT SUPPORTS PETROL’S STRATEGIC VISION AND DIGITAL TRANSFORMATION
When charting a course for its evolution, Petrol had the challenge of how to suitably support its new business direction while speeding up its digital transformation.
A DIGITAL WHOLE GREATER THAN THE SUM OF ITS PARTS
Collaborating with Petrol, we devised a suite of solutions that enabled us to optimise regional digital presence, support a diverse product offering, gain a tool for efficient and successful (digital) sales, enable user engagement and support return visits, facilitate repositioning from seller to consultant, and optimise customer support.
OPTIMISING CUSTOMER SUPPORT
A special chapter in Petrol’s evolution was the enhancement of “My Petrol” self-care web app. The progression of customer supports ranges from full service support, through self-help tools to a self-care system. The aim is to empower the customers to fully own and manage their relationship with Petrol, while relieving and optimizing the customer support team.
EXCEPTIONAL USER EXPERIENCE BUILT WITH USER COLLABORATION
Renderspace performed in-depth user testing on 21 participants recruited by Petrol according to their key customer segments. The results were pivotal when we designed the user experience.
CONTEMPORARY DESIGN OF ALL DIGITAL TOUCHPOINTS
A key element of exceptional user experience is a finely crafted visual language. That’s why we put a great amount of care into establishing a comprehensive design system that’s attractive, functional and modular. We also ensured all the building blocks delivered an optimal experience on relevant devices and screen sizes.
Achievements
70+ interviews with stakeholders from all areas within Petrol,
173 wireframes created,
345 screens designed for desktop, mobile and tablet,
89 pages written,
106 page templates prepared.
Using its meticulous approach and comprehensive solutions, Renderspace ensured that Petrol can offer exceptional user experience to its clients across its digital channels.