EDP Brasil had its market penetration historically through executive sales associates and public sector concession contracts in power supply, a key factor in boosting its footprint in Brazilian market, while struggling to achieve similar success in other services, like electrical mobility, home facility, and others.

Additionally, EDP’s customers can subscribe to services or pay for one-off services through their electricity bill, essentially adding up the costs of such subscriptions to their monthly bill, without new or standalone payment methods, but the process was always handled by the customer support service, through email or phone.

For this project we could not have access to the end user as an internal policy from the client prevented us from directly interviewing them, so instead we’ve decided to interview the closest match, where we thought held the most relevant information about users.

We’ve interviewed 5 Customer Support representatives and identified as the top complaint was that customers wished they could interact with EDP services in a digital platform that centralized all services, to add to that top request, we’ve synthesized the interview data into 3 key user pain points.

With a clear goal in mind, we’ve set out to establish the hub for EDP Smart services with the following criteria:Standardized structure for products and servicesClear navigation and selling points for products and their offeringsUnified checkout process for all services

A hub with familiar structure that enable an intuitive navigation.

Below you will can find a sequence of all service pages, followed by checkout and logged area.

With a Facilities subscription users can request electricians, plumbers, AC maintenance and more 24/7 with no additional cost.

Users can run a simulation of how much they save by turning their household into a fully renewable power generator with EDP's Solar.

Residential customers can buy electrical charger units for their homes, and business owners for their establishments with Electrical Mobility.

Insurance offers a range of insurance options between health, house and power bill coverages.

With Services, users without a Facilities subscription can request a one-time assistance for several household maintenance services.

For the checkout process, we’ve used industry standard UX with several payment options available, including customers’ own power bill.

The logged area act as a hub, centralizing subscriptions, service requests, orders, solar panel status, and more.

This project was particularly challenging due to the fact we could not directly interview users, and due to it being the first platform for the company to offer their services, we didn’t have previous data to support decision making.

Overcoming that challenge through design and collaboration was key and regardless of that, after a transition period of 3 months, Customer Support reported that workload on customer tickets were reduced in 30%, with the expectation of that number rising as more users get familiarized with the platform.