Laying the foundation for customer centered solutions for users of district heating.
Problem statement
Within the domain of Vattenfall District Heating, I have worked on a customer-centric vision aimed at developing products/features. I began with a thorough analysis of all the tools and features we offer to our customers. Subsequently, I restructured these tools, features, and content within a revamped Information Architecture. This is intended to ensure a clear structure and navigation within the District Heating section. Additionally, I formulated a Content Strategy for various page types within the updated hierarchy.
Responsible for
- Renewed Information Architecture
- OKR Dashboard (Objectives and Key Results Dashboard)
- Creating Customer Journeys
- Way-of-working for researching, conceptualizing, designing, and implementing customer-centric solutions
- Various UI solutions
Research
Next, I explored how, based on the customer compass and NPS research, we could provide direction for a customer-driven vision and strategy. I documented this in an OKR Dashboard. Once these foundations were in place, I investigated how to introduce a way-of-working. The goal is to continuously gather feedback from customer service and conduct the right data analyses to derive new insights and solutions.
Iterations
To organize the input from data and customer service, I established a Customer Journey for the entire journey, including consumers, SMBs, and the larger corporate clients. This journey spans from orientation to the retention phase. Which gave us insights where to improve on.
