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ENERGISA
Account Management and Dispute Journey
2023
BR
Transforming the journey of electricity bill disputes through a roadmap of advanced solutions that combine innovative technologies with traditional practices. The project introduced a new methodology called "High Value Experiences" (HVE), which identifies consumer needs through action-based verbs. This approach was rooted in sensitive research from consumers in Northern and Central-West Brazil, leading to the development of solutions that prevent financial insecurity, reduce feelings of helplessness during disputes, and promote greater "energy health" for consumers.
• service design • innovation • research
Consulting: Questtonó Manyone
My role: Project Leader
Problem
The dispute process for an electricity bill can be a frustrating experience for consumers. The project aimed to improve this service journey by understanding the main pain points and opportunities that arise during the dispute process. We sought to create solutions that addressed three key consumer concerns: financial insecurity, helplessness during disputes, and a lack of control over energy consumption. By decoding the real needs behind these concerns, we developed a holistic roadmap for service improvement.
Process
1) Research: we conducted in-home interviews with 36 consumers across three Brazilian states and internal stakeholders from 5 departments. We applied the High Value Experiences methodology, which decodes consumer needs by focusing on the underlying actions they want to take. This approach allowed us to deeply understand consumer pain points, behaviors, and motivations. By combining these insights with market studies and sector benchmarks, we identified key opportunities for improving the customer experience.
2) Design Sprint: over 5 days, 20 participants, including leadership and multidisciplinary teams from Energisa across various states of Brazil, collaborated to generate and refine 7 initial solution ideas. These ideas were developed into early-stage prototypes and then tested with 12 consumers to assess their viability and gather feedback.
3) Perceived Value Analysis: we evaluated the perceived value of each solution based on consumer feedback. The solutions were further refined into 6 final concepts, which were documented in a comprehensive Solutions Book.
🪐 6 solutions + Systemic Roadmap ￫ provided a clear guide for Energisa to implement and sustain these solutions, ensuring long-term improvements in customer satisfaction and operational efficiency.
🔑 3 action verbs ￫ prevent financial insecurity, remedy helplessness during disputes, and promote greater "energy health" to improve the overall service experience.
👥 5 immersive days + 20 participants: Energisa leadership and multidisciplinary teams from various states collaborated to co-create and refine impactful solutions.
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