Reimagining EON See
Experience Design at Hugo & Cat
SHIFTING BEHAVIOUR
Distilling industry papers and userbility testing results alongside conducting our own research we gained some valuable insights.
Energy is not that interesting nor is it particularly understood beyond paying a monthly bill. We needed to facilitate understanding and ecourage a desired behavioural change.
With this in mind, it was important to use a combination of cognitive biases to; engage the customer at the very start of the journey, increase session length, encourage exploration, and instigate return visits.
SELF MONITORING
An individual being able to monitor their behaviour and see their history paints a holistic view of the energy they are consuming and keeps people on track with their progress.
LOSS AVERSION
Using less energy means saving money. Informing customers about how much they could save by being more enery efficient means they will try to avoid missing out on potential cost savings.
SOCIAL NORMS
Providing people information about social norms is a common and effective behaviour change technique in environments where it’s challenging to know how others actually behave in regards to a specific issue; for instance, energy consumption.
SOME KEY CONSIDERATIONS
TIME SPENT ON ENERGY
One of the considerations is that someone will be checking this platform for a few minutes at a time and very infrequently, perhaps when they pay a bill. This was a short amount of time to encourage a behavioural change.
DATA
The energy data presented to the customer was an estaimation. Our job was to provide enough context to give meaning to the estimations and make the portal feel useful and personalised.
DESIGNING FOR THE FUTURE
E.ON See was part of a large transition for E.ON. They wanted to improve the user experience of the portal in preparation for rolling out smart meters to their customers. This presented the challenge of designing using estimated data for the customer base that were without a smart meter and designing using accurate data for the customer base with a smart meter.
HOW DID WE CREATE VALUE?
CREATE UNDERSTANDING
The Overview page needed to be a strong first touchpoint for the customer and provide a quick understanding and context around energy usage.
INCREASE ENGAGEMENT
The detail-driven users were encouraged to click through and discover annual graphs that displayed usage over time.
We did this by presenting this months energy prediction alongside a contextual headline. An example would be comparing it to this time last year or last month depending on if they have a smart meter and the data available.
On the Overview page, customers were able to see how their usage compared to houses “Similar” to theirs. This created a further understanding of energy consumption.
We designed a Tips Hub which provided actionable tasks for customers to reduce their energy consumption alongside the potential cost savings to be gained.
To make the tips and the energy estimations feel more personalised we designed a questionnaire about the customer's house and life style habits.
EON’s energy consumption portal, The Energy Saving Toolkit, was being reimagined to become EON See.
The goal was to inspire customers to be mindful of their energy consumption by increasing the engagement and overall effectiveness of the platform.
HOW WE MADE IT HAPPEN
Creative and Design
Research and Discovery
Data and Analytics
