Mälarenergi - Full overview of your consumed utilities

A richer dashboard for utility customers to make the experience more smooth and self-going.

Designing a dashboard for all our customers

Mälarenergi is an electricity provider in Mälardalen region. They had started a big project with a brand new dashboard but was stuck in the process. So my team together with the client came in to help take the project all the way to the finish line. So we planned out some design-sprints over the first months to get everything we needed, then we took over a messy design-file to start sorting everything out and create a design system with the components.

Self-help and satisfied customers

At the time they had great pressure on the customer service center, so to make it easier and more efficient we talked to a lot of their customer support employees. As many other customer supports they had many repetitive questions and calls about the same thing, if we could achieve fewer calls we assumed the customers would be happier and more satisfied.

Create new tool for all our users

The dashboard needed to be for property owners and renters and manage multiple needs:

Manage multiple properties
Full overview of your consumed utilities
Manage invoices
See all your contracts
Better control over your expenses
Greater knowledge of your consuming

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After the MVP was released there were some challenges to get all customers used to the new dashboard, along with the dashboard a chat bot was released to help customers support and to inform people about the new dashboard. But after some time and some refinement of the service we saw more presence in the dashboard and less pressure on the customer support. More people could see their consuming and manage all their needs on their own. It was now easier to control your consuming and your expenses, also more people was converted as new customers over time and stayed longer.