We Create Ltd / Warren Crawford / Senior Visual Designer
We Create Ltd / Warren Crawford / Senior Visual Designer
Bill Shock is when the customer receives their final annual bill, and it is way more than they expected. ENGIE Brussels Customer Service department was inundated each year by clients who did not understand why their final annual balancing bill was far higher than their monthly direct debit.
They tasked Accenture with solving this problem online, and relieving the pressure on call centre staff.
The big problem for the design team: How do you visually explain something like an energy bill to an unhappy customer that is confused by it it?
We created interfaces which showed the customer’s average usage month by month, showing spikes in energy use during very hot and cold periods.
This illustrated to the customer that their monthly payment was sometimes not enough to cover the whole year.
We guided the customer through their usage: surges in colder weather, missed payments and we explained anything which bumped up the final balancing payment.
We created Toolkits for all screen sizes and formats…
…and a Visual Style Guide with every Component and Pattern imaginable. The true compendium piece, backbone of the Design System.
The Visual Style Guide created here went on not only to be a blueprint for this project, but went on to adjust ENGIE’s Universal Brand Guidelines, a document to help the ENGIE designers of the future.