Endesa
The challenge
Endesa (Energy, Enel group) wanted to digitalize the residential customer journey to bring the digital customers on board and reduce the operative costs, gaining agility on the transactions via the customer empowerment to do them him/herself.
The solution
We run a deep investigation throughout the Spanish territory, we discovered pain points and uncovered needs for different customer profiles, which we mapped on an as-is CJ. After some ideation and prioritization sessions, we designed the digital journey for the residential customer.
people
involved
involved
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initiatives
identified
identified
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initiatives
prioritized
prioritized
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co-creation
and an increase of 30% in employee engagement
and an increase of 30% in employee engagement
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0
blueprints
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screenflows
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0
A complex, long project with many stakeholders where the customer teams implication and an agile way of working were key:
- 7 mixed teams, each working on a CJ phase, with all the areas represented and a product owner
- a team of coaches with transversal vision
- daily standups and continuous followup
*with BIP/Sketchin
