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

Energy Sector Digital Transformation

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

DTEK
Summary

DTEK is a Ukrainian energy distribution system operator working to advance the health and prosperity of Ukrainian society. DTEK’s objective was to simplify electric bills management and payment systems.

Artkai helped DTEK execute an agile, digitally informed, and design-focused solution. DTEK now provides its customers with better access to detailed information, and DTEK helps its customers gain control of their energy consumption to reduce costs.

10

Months

Web

Platform

Energy, utilities

Industry

Ukraine

Location

3 million

Users

DTEK worked with Artkai to introduce the very first across CIS countries digital solution, transforming a paper-based reporting system into an online account-based consumption and bill management system.
Business Objectives
01

Increase the quality of the services provided and reduce calls to support centers

02

Maximize adoption of the new digital system to:

  • Reduce paper consumption and reduce costs
  • Eliminate third-party transaction fees
  • Cut red tape, reduce friction, and streamline operations
03

Enable more simple and accurate reporting and forecasting

02

Maximize adoption of the new digital system to:

  • Reduce paper consumption and reduce costs
  • Eliminate third-party transaction fees
  • Cut red tape, reduce friction, and streamline operations
Project Goals
  • Design and develop an online customer portal for private and business clients
  • Create a multifunctional and intuitive interface with easy access to both DTEK account summary and detail information
  • Ensure seamless integration with a SAP CRM/SAP IS-U billing system
Product Workshop
Artkai conducted an interactive workshop to fully understand DTEK’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
Artkai conducted interviews with customers and other stakeholders

of the target audience allowed us to better understand their critical needs and expectations. Artkai found that private and business clients want to:

  • Review meter history to understand past energy consumption

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

  • Receive easy-to-navigate bills with relevant details

  • Keep up with current bills, fees and charges and get notifications for planned power outages

  • Avoid phone calls to the DTEK customer support center

  • Understand ways to optimize electricity consumption and improve energy efficiency

UX design

Artkai established the product layout based on pre-defined customer journey maps for private and business clients.

Wireframes

Artkai presented DTEK with high-fidelity prototypes of two customer portals to test the solution before production version.

IDEATION
Product Screens
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, Artkai tested multiple fonts, font sizes, contrast levels and color schemes. Artkai carefully chosen a large main font size to ensure content readability for older audiences.

Mobile design
DEVELOPMENT
Arktai used DTEK’s tech requirements to build a solution architecture which:
  • Effectively exchanged information between front-end and back-end clusters
  • Sent and received data without causing a denials of service for the SAP server under high load
  • Distributed the load across all components of the system
  • Cached the data needed
  • Securely stored 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

client review

Artkai has a unique approach to adopt agile methods to your plan-driven working environment, that has resulted in a modern utility product for our clients. The root of success is combining a user-friendly interface with massive and extra complex back-end. We, therefore, recommend cooperating in case your goal is the same - to have a quality product in time while enjoying an excellent partnership.

Raskovska Olena
Raskovska Olena

Head of “SAP IS-U/CRM Implementation” Project

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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