Case study electrabel-my home

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Case study electrabel-my home

  1. 1. MY HOME SECTION :MAKING 43.000 LOST USERS HAPPY AGAIN ! 1
  2. 2. CONTEXT• Troubled “My Home” users : the last user tests done on the “My Home” section highlighted several problems for end users: users were getting lost in the content, and had difficulties exploiting the available info.• Limiting the scope : changing the structure only would enable to ensure a quick & efficient implementation, as well as avoiding all the heavier consequences of a “global” review. This phased approach enables to pursue later with other, sepcific, reviews : content review, design review, etc… 2
  3. 3. SITUATION• Leveraging the “Soho” benefits : the “Soho” section had been completely reviewed recently thanks to the new “user centric” methodology. The “My Home” project leader believed the “My Home” section could quite easily integrate the same structure, as both section share similar contents.• Ensure fast implementation : 2 months later a new campaign was launched, so it was important to be ready quickly with key improvements to the end- user experience. 3
  4. 4. MISSION Analyse  Behavior Define  BehaviorErgonomicanalysing the Implement  Behaviorcurrent structure, Checkidentifying the Advising on the Implement thelexical & semantical new structure, new structure inproblems, as well ensuring the site, Assess theas the similarities & maximum including follow- benefits &differences with the semantical up & quality business case“SoHo”. coherence. check. achievements. 4
  5. 5. KEY RESULTS• 43.000 users now find their way in the new structure, representing a total value of approx. 350.000 € in cost reduction & avoidance.• 18.000 extra users are willing to visit an Electrabel service point, requesting the address of the nearier service points. This represents approx. 140.000 € of cost avoidance & reduction, as people do not have to call for this anymore.• 100% increase in the number of contract requests. On 400% increase in contract requests, 25% are attributed to the new structure. 5
  6. 6. ® Do you want the same results ? Contact usMarc Van Rymenant Alain Dewispelaere CEO & Founder Sales Director +352 621 31 22 07 +352 621 31 22 04 marc@netway.eu alain@netway.eu except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 7
  7. 7. Creative Commons Attribution 3.0 Licence ® You are free ... to copy, distribute, display, and perform the work ... under the following conditions Attribution. You must give the original author credit. € Non-commercial. You may not use this work for commercial purposes. No Derivative Works. You may not alter, transform, or build upon this work. • For any reuse or distribution, you must make clear to others the licence terms of this work. • Any of these conditions can be waived if you get permission from the copyright holder. • Nothing in this license impairs or restricts the authors moral rights. except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License 8
  8. 8. Having the right elements is not enough … ® Simplifying interfaces. TM except where otherwise noted, content on this presentation is licensed under a Creative Commons Attribution 3.0 License

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