Problem: engaging clients with their sustainable power source
Sonnen clients are highly engaged consumers who are eager to see the effect of their sonnenBatterie. Most importantly, they want to observe how the system works and what impact it has on the environment, how self-sustainable they are, how the energy is shared within the sonnenCommunity, and how they help to stabilise the power grid.
A product to engage and retain customers
Electricity is an intangible product and thus sonnen decided that their customer portal would be a tool to keep customers engaged after they have bought the system. The customer portal is a way to visualize all relevant information for all their products, like the sonnenBatterie, Smart Home accessories and the sonnenFlat energy contract.
Revitalising the customer portal
The previous version of the customer portal had only the must-have features and offered some data, but it was very technical, complex and not visually appealing. Sonnen wanted to take the portal to the next level, simplify the data presented and make it user-friendly as well as coherent with the rest of the brand. The web app needed to be easy to be understood by everyone, so sonnen customers would proudly show it off to their neighbors and become ambassadors for the brand.
A skilled development team to deliver a great web product
In September, sonnen decided to launch the new customer portal by the end of the year and test it on real users to make further improvements in the future. Their in-house team of developers was tied up with other products and they quickly needed a fully self-organizing team.
sonnen realized that the process of recruitment and training can take up to 3-6 months and with a December deadline on the horizon they were unable to reach it without an external partner. They had initial designs for the app but needed a graphic designer onboard to work alongside the development team to further enhance the designs, add new views, and create all mobile views for the responsive version, as well as oversee the implementation.
Creating a scalable product that loads quickly and satisfies the users
The Client realized that the the old customer portal was not scaling very well, with integration of new features affecting the rest of the web app. Additionally, the loading times of the old portal were high, with customers having to wait several seconds until the page and data loaded, not only in Europe but also in the US and Australia.
The KPIs for the new portal included that it be stable, live and running, with easy integration of new features, plus reduced page loading times and minimal downtime. From the customer perspective, sonnen wanted to achieve a top-notch user experience as well as an amazing digital experience. For the MVP of the new customer portal, sonnen planned to measure the satisfaction of users through surveys, aiming for an average score of 4 out of 5 or higher.