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  • UX Research
  • UX/UI Design
  • Front-end/Back-end Development & QA

Creating for nation

How we helped DTEK facilitate the digital transformation of the Energy sector in Ukraine

DTEK
Summary

DTEK is a Ukrainian distribution system operator striving for leadership in the European energy markets and working in the name of progress and prosperity of our society. The company is constantly looking for turnkey solutions and technologies, allowing to digitize operations and processes and makes every effort to simplify electric bills management and payment systems.

By adopting agile, digitally informed, and design-based solutions, DTEK provides better access to relevant information and high-quality services to help its customers gain control of their energy consumption and reduce associated costs.

10

Months

Web

Platform

Energy, utilities

Industry

Ukraine

Location

3 millions

Users

Artkai worked with DTEK to introduce the very first across CIS countries digital solution, allowing for online, account-based electricity consumption and electricity bills management.
Ultimate Purpose
01

Increase the quality of the services provided and reduce recourse to support centres

02

Secure public adoption of the new digital system to:

  • minimize paper consumption and therefore cut off associated spendings
  • eliminate the need to spend on third-party transaction fees
  • eradicate the red tape to reduce friction and streamline electricity-related operations
03

Provide for effortless reporting of meter readings to ensure accurate reporting and forecasting

02

Secure public adoption of the new digital system to:

  • minimize paper consumption and therefore cut off associated spendings
  • eliminate the need to spend on third-party transaction fees
  • eradicate the red tape to reduce friction and streamline electricity-related operations
Project Tasks
  • Design and develop a Web-Based Customer Portal for Private and Business clients, serving both as a simple, informative and effortless way to manage electricity consumption and pay electric bills
  • Create a multifunctional, intuitive interface with a comprehensive overview and easy access to the features and services provided
  • Ensure seamless integration with a centralized SAP CRM/SAP IS-U billing system
Product Workshop
On-site workshop with DTEK allowed us to understand our client’s business objectives:
  • Harness digital customer engagement solutions to supercharge customer experience, revenues, and lifetime brand value
  • Create positive customer interactions, simplify communication and information sharing and enhance support operations
  • Accelerate time to value and improve the ability to meet critical customer needs while reducing total cost of ownership
Gain insights on:
  • meter classification
  • electricity rates and customer charges
  • target audience segmentation and typical characteristics of each segment
  • available payment options
Gather functional capabilities and technical requirements for product development
User Research
Conducting personal interviews with different representatives

of the target audience allowed us to better understand their critical needs and expectations. We have learned that both private and business clients want to:

  • Review previous meter readings to see the dynamic of their energy consumption

  • See the history of their payments to understand how much they spend on electricity throughout a year

  • Remotely pay the bills without having to repeatedly enter each account and payment details

  • Receive uncluttered, easy-to-navigate bills with all the relevant information on them

  • Keep up with current debt, relevant fees and charges as well as planned power outages

  • Avoid talking on the phone in case of a power outage or any other issue

  • Understand what they can do to optimize electricity consumption and improve energy efficiency

UX design

To establish the product structure and layout the implementation of the previously defined solutions, we have created a Customer Journey Map and a User Flow for both Private and Business clients.

Wireframes

To present our work and approve the interface with our client we have built High-Fidelity Prototypes of both customer portals

IDEATION
Product Features & Functionality
Energy consumption management
  • Report meter readings
  • Review historical usage information, yearly and monthly usage data and energy-efficiency benchmarks
  • Receive efficiency tips, learn about rebates, and sign up for energy-efficiency consultations
Electronic bills and payments management
  • Analyze bills, compare rates, pay online, view payment history, make billing queries, and view payment options
  • Contact support via digital channels on bill-related questions
Self-service options
  • Enter and log customer service requests anytime and check the status on the go
  • Manage supply contracts when changing residency
  • Connect in real-time with the operator and receive status updates on self-services
UI Design
Design System

To accommodate the needs of different age groups of the target audience and make sure the interface is clear and easy-to-navigate, we have tested multiple fonts, font sizes, contrast levels and colour schemes. We have deliberately chosen a large size of the main font to ensure content readability for the older audiences.

Mobile design
DEVELOPMENT
Based on gathered requirements, we have built a solution architecture, allowing to:
  • Effectively exchange information between front-end and back-end clusters
  • Send and receive data without causing a denial of service for the SAP server under high load
  • Distribute the load across all components of the system
  • Cache the data needed
  • Securely store user information
technology stack
Our technical team worked to ensure:

High security and high fault tolerance , high efficiency under high load and seamless SAP CRM and SAP ISU integration

SPA Vue.js

Node.js

Webpack

SCSS

express.js

Pug

ES6

Java (Spring framework)

Tomcat

Maven

Outcome
  • Increased adoption and use of digital customer engagement tools
  • Reduced call-centre volume and lower cost of customer service operations
  • Better data integrity and understanding of the customer base
  • Enhanced ability to meet customer needs through meter data management, analytics, and alerts
  • Improved communication with customers through online information exchange and notifications

Find out what it’ll cost you

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