project
Providing UX consultancy and design services across EDF Energy's website and app
Role
Product Designer
Skills
Qualitative research
Prototyping
Design systems
Wireframing
Interaction design
Time
6 months
Year
2023
challenge
During period of staff shortage, to maintain and improve a world class user experience for millions of customers worldwide
In a period of increased customer growth and rising energy costs, EDF Energy faced a shortage in their digital team. This coincided with a surge in customer inquiries regarding the increasing energy prices and government subsidies, which needed to be effectively addressed and communicated through their website and apps. To help meet these demands and maintain a first-class user experience across their digital products, I was hired as a UX Consultant and Designer to collaborate with their design and product teams. The high-level goals during my time with EDF were to:
  • Support EDF, developing user experiences that drive value to the customer and the business.
  • Embed into the EDF team and understand the goals that they are trying to deliver and support them to make their goals a reality.
  • Create wireframes, UI and interactions design assets to support the design process for new and existing journeys.
  • Deliver stakeholder management sessions to walk through design decisions and rationale.
During my time working with EDF, I worked on a huge variety of projects. Some of the projects included:
  • In times of peak demand and energy crises, making sure that customers could access all the information they needed quickly, easily and intuitively.
  • Making iterations to EDF's design system.
  • Redesigning the 'Help Centre'. I successfully reduced customer call volume by 35% to support their business goal of streamlining customer support.
  • Implementing new payment features and financial products to give customers more flexibility and control over their tariffs and payment structures.
Below are some examples of the work during this period: