Énergie et services publics
Work for energy and utility providers, where the customer relationship is long and mostly invisible, contact happens at the worst moments, and regulation shapes what can be said.
Aperçu
Utilities have a customer relationship most industries would envy in length and dread in character. It lasts years, involves almost no voluntary contact, and the moments customers do get in touch are the bad ones: a bill that looks wrong, an outage, or a move.
That makes self-service and clarity the whole game. A bill someone can understand, an outage map that is current, and a move process that does not require a phone call remove most of the cost and most of the dissatisfaction at the same time.
À qui cela s'adresse
- Energy suppliers and utility providers with a large domestic customer base
- Network operators communicating during outages and works
- Companies communicating an energy transition or a tariff change
Ce qui distingue vraiment le secteur Énergie et services publics
Pas des problèmes d'entreprise génériques, mais ce qui change la façon de travailler dans ce secteur.
Contact concentrated in bad moments
Customers appear when something is wrong, often already frustrated. The interface and the language have to work for someone who is not in a patient mood.
Bills people cannot understand
Billing complexity drives an enormous share of contact volume. Making a bill comprehensible is one of the highest-value pieces of work available and is rarely treated as a design problem.
Outage communication under load
The moment information is most needed is the moment traffic spikes and staff are busiest. This has to be designed for in advance because it cannot be improvised.
Regulated communication
Price changes, tariff information and switching messages are governed by rules on what must be said, when and how prominently.
Vulnerable customers
A meaningful share of customers need additional support, and identifying and serving them properly is both a regulatory obligation and the right thing to design for.
Les services qui comptent le plus dans Énergie et services publics
Les parties de notre travail qui répondent aux contraintes ci-dessus. Le reste est également disponible.
Digital Experience Design
Designing the whole digital journey rather than individual screens: the transitions between site, app, email and support, where most of the friction actually lives.
En savoir plusUI & UX Design
Designing interfaces around what people are trying to do: research first, flows before screens, and prototypes tested with real users before anything is built.
En savoir plusWeb Application Development
Software that runs in a browser: portals, dashboards, internal tools and customer-facing applications, built with the state and permissions problems solved properly.
En savoir plusCorporate Communications
Communicating with employees, investors and partners: the announcements that shape how an organisation is understood internally and by the people invested in it.
En savoir plusSecurity & Uptime
Keeping services available and defensible: monitoring that catches problems first, patching that actually happens, and an incident process rehearsed before it is needed.
En savoir plusCustomer Journey Mapping
Mapping how customers actually move from first contact to renewal, using evidence rather than assumption, and fixing the steps that lose them.
En savoir plus
Questions fréquentes sur Énergie et services publics
Ce qu'on nous demande avant de nous contacter. Si votre question n'y est pas, posez-la nous directement.
How do we reduce call volume?
By fixing the two things that generate it: bills people cannot interpret and status information they cannot find. Both are design problems, and both remove the contact rather than making it faster to handle.
How should we handle communication during an outage?
With a status page built to stay up when everything else is under load, updated on a stated cadence even when there is nothing new, and honest about uncertainty. Customers tolerate not knowing far better than they tolerate silence.
Can a bill really be made understandable?
Substantially, yes, within the regulatory requirements. Most billing confusion comes from presentation rather than from the underlying complexity, and redesigning it is among the highest-return projects available in this sector.
How do we identify customers who need extra support?
Through service design rather than a form nobody completes: making it easy to disclose, recognising the signals in contact patterns, and ensuring the information reaches the people who act on it.
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