Context
This case study is a part of a continuous development from the customer space product at Selectra. This product is build by the Loyalty Squad (PM, PrD, and Engineers) and allow the user to follow his energy consumption, to receive hints, advices and analysis, to explore deals to save money, to add or remove contracts, to switch providers, and to have a personal advisor.
Discovery
Observations
At one point in our discovery activities (survey, user interviews, analytics), we identified that our users didn't see the added value provided by the consumption monitoring: we were losing traffic because of a lack of informations (analysis or advices) and accessibility issues.
Define & ideate
We dedicated a lot of time to organize the work that needs to be done in the coming cycle: we reviewed the current status of the product (outcomes from the latest features shipped), assessed any risks or challenge thanks to quantitative and qualitative data (user interviews, survey, Hotjar, Google Analytics), and create a plan for moving the product forward (this involve setting goals and objectives, breaking down the work into smaller tasks, and assigning those tasks).
We had identified that our users do not see the added value provided by the consumption monitoring dashboard. It was problematic because the user experience did not provide enough impact to retain users.
Development
Component & wireframing
Based on the discovery activities, we reworked the overall dashboard, for each devices (mobile, tablet, desktop), with the mindset to ensure simplicity and convenience of use
Interactive prototype
At the stage of the Hi-fi mockups development, we could have stick with the version we have based in our current data. But this is where the usability tests arrived in our project-cycle to help us rectify drawbacks and glitches before the delivery sprint. Step-by-step, we smoothly fix all the problems which a user might face thanks to the feedback loop.
Delivery
Outcomes
The week following the deployment, we received results beyond our expectations, confirming that were headed on the right path.
During the planning week, we measured and collects all the different insights in order to adjust, make various correction, and plan the rest of the ideas in term of features we have to add more value to the monitoring consumption (show peak consumption, hourly consumption, possibility to compare with other households, consumption by devices...).✨
