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Learning what really matters for a clear and seamless customer experience
Hezelaer Energy was looking for a clear way to show how their energy asset optimisations benefit their customers. They wanted to explain their operational choices without giving away their trade secrets. And they wanted to demonstrate their added value without overwhelming customers with data. We made it work by focusing on how customers experience Hezelaer's entire service.
Hezelaer Energy leads the energy transition by optimising assets like batteries, solar panels, and wind turbines. Through smart energy trading, they maximise customers' energy portfolio value while building a sustainable future.
Hezelaer Energy wanted to demonstrate their added value without overwhelming customers. Their challenge revolved around big questions such as:
Together with Utilus, we ran two Design Sprints to validate the most important assumptions with real customers, in a short time period and with a small team. This enables rapid learning, and significantly limits the risk of building the wrong thing.
"The Design Sprints taught us how to provide just enough information to present a complex topic in an understandable way and give the customer the confidence they're looking for."
Our hunch for the two sprints with Hezelaer: a dashboard with data visualisations about energy optimisations may do the trick—but what if we zoom out to make a lasting impact on the entire customer experience? Honestly: we’ve never been this excited to prototype a personalised newsletter, a dashboard and… an invoice!
Clarifying a step in a journey requires knowing where the journey began and where it’s heading. You can send your customers huge data sheets that justify everything that happened in the past month. But what's more important is what came before that. What are your customer's expectations, knowledge level, and amount of interest?
We love working with our clients—not for them. In this project, Hezelaer brought the technical know-how, and the critical questions came from Utilus and us:
Hezelaer Energy was looking for a clear way to show how their energy asset optimisations benefit their customers. They were thinking about a data visualisation dashboard. We were thinking about the customer. Together, this is how we make customers feel reassured with Hezelaer—now and for years to come.
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