E.ON's existing application was becoming dated, with an inconsistent look and feel that failed to meet modern user expectations. Guided by user research and strategy, we designed a service-led digital experience that improved customer loyalty, reduced costs, and strengthened their position in the competitive UK energy market.
Establishing clear direction
Translating deep insights into a strategic roadmap.
The process began with a deep dive into E.ON’s digital ecosystem, including a full app review, competitor research, and data analysis.
We then facilitated stakeholder interviews and discovery workshops to translate these insights into a clear digital roadmap.
This prioritised key features and functionality that directly addressed customer needs while targeting key business metrics.
An energising experience built on strategic insights.
Our design process began by mapping key customer journeys, using research and competitor analysis to pinpoint user needs and pain points.
From there, we developed wireframes to structure the app’s layout and core functionality.
This foundational UX work paved the way for effective UI and interaction design, where we created a visually appealing, modern, and intuitive interface that ultimately drove higher user engagement and customer satisfaction.
Direct user feedback, guiding initial concepts to final refinements.
A wide range of testing activities was fundamental to the redesign and were used throughout the project.
We used card sorting to define the app’s structure and menu, while live online test sessions provided direct feedback from real customers to evaluate the value and usability of key features & flows.
App-specific design toolkit
Created in close collaboration with E.ON’s global brand team, this toolkit served as an extension of the core brand guidelines, ensuring consistency across navigation, components, iconography, and tone of voice.
The Results
The new app delivered significant, measurable improvements in customer engagement and satisfaction. By providing customers with streamlined tools to manage their accounts, the app reduced the need for call centre support, creating time and cost savings for both E.ON and its users.
62%
increase in user interaction
30%
increase in iOS App Store ratings
42%
increase in customer NPS