Removing Digital Friction: Customer-Journey Analysis for a Seamless Energy Experience
Turning Energy Solutions into Seamless Customer Experiences
About the client
Our client is a leading energy provider in the Canton of Aargau, Switzerland. The company supplies electricity to municipalities, businesses, and private customers, while actively supporting the energy transition with innovative solutions in renewable energy, photovoltaics, e-mobility, and heating systems.
Smart-home energy solutions are booming - and so is customer confusion. To keep our client’s service the first choice for solar, heat-pump and storage packages, viable interviewed homeowners, mapped their decision journeys and distilled evidence-backed actions that turn complex tech into a friction-free buying experience.
At a Glance
Objective
Reveal make-or-break moments in the purchase journey and sharpen positioning, messaging and UX.
Solution
Homeowner interviews, journey mapping and pain-point analysis produced a prioritized playbook of messaging tweaks, UX fixes and service-flow improvements.
Result
A clear roadmap now clarifies value, streamlines touchpoints and boosts conversions while reinforcing our client’s trusted regional image.
Our client has been supplying the Aargau region with electricity, heat, and cooling for over a century. The company offers an all-in-one solution that lets customers produce, store, and manage their own clean energy at home. However, increasing competition and rising customer expectations have made the market more complex.
To meet these challenges, viable conducted targeted interviews with current and potential customers to uncover decision-making patterns and pinpoint pain points along the purchase journey. These insights allowed us to define specific action areas in product communication and experience design.
The result: tangible, actionable strategies that support product and marketing teams in sharpening the positioning and boosting conversions - while staying true to the core values of regionality, reliability, and customer proximity.
Summary
About the project
Targeted interviews uncovered what drives and frustrates homeowners on the path to the clients service. viable distilled these insights into a prioritized playbook of messaging, UX tweaks and service-flow improvements that clarify value, cut friction and boost conversions - keeping our client ahead in a crowded energy-solutions market.
Services provided
Strategic Roadmap
User Interviews
User Profiles & Personas
Customer Experience Mapping
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