rheinenergie

Customer Portal

i n t r o d u c t i o n

The RheinEnergie Customer Portal.

The customer portal enables registered customers to deal with all requests online 24/7. In addition, it offers helpful functions that help customers analyze their energy consumption and optimize it accordingly.

In addition to the standard functions such as creating bank details, contract overview, document and message center, the data visualization of current and forecast consumption as well as discount alarm functions offer real added value for the customer.

t h e   g o a l

CRO – Conversion rate optimization.

The customer portal should be the customers’ first choice. The use of other touchpoints – call center and customer store – is to be reduced.

P R O D U C T   V I S I O N

“For the customer, the OnlineService is his first choice for all concerns. He can deal 24/7 and is always informed about relevant topics.”

D E S I G N   P R O C E S S

Strategy.

  • Product Vision
  • Goals

Research.

  • User Research
  • Data Insights
  • Benchmarking
  • Customer Journeys

Ideation.

  • Design Thinking
  • Conversational UX
  • Design Sprint
  • Brainstorming

Concept.

  • Wireframing
  • Clickdummies
  • Uselab Tests

– k e y   r e s u l t s

Conversion: Uplift

Increase of registered users using the online service at least once a year.

Team performance: Down

Group structure and internal dependencies slow down the team performance.

k e y   f a c t s