Energy Online

Redesigning the account management experience to reduce the volume of support calls for Power NI and Energia, Ireland's largest electricity provider group.

Power NI and Energie energy online ux case study

The Problem.

The Energia Group's existing account management system was outdated and suffered from poor usability, resulting in a high volume of support calls from users to update and manage accounts and submit meter readings.

The high volume of calls was costly and put stress on the busy call centre and support staff. Energia identified this issue as a top efficiency saving and approached Made to Engage to modernise online account management to give their existing customers more confidence to self-serve, and create an intuitive switching experience to encourage customer growth.

Mapping user journeys and mental modesls Mapping user mental models for jobs to be done.
Energy Online Information Architecture Information Architecture.


Initially heavily focused on research, a survey of users was conducted alongside a deep dive and analysis of user behaviour analytics of the existing system.

Call centre shadowing and 1:1 interviews with call centre staff augmented findings by gathering further insights and helping to prioritise user tasks before authoring and sharing detailed research findings reports with all stakeholders to create a user experience strategy.

An iterative cycle of low-fidelity design followed, initially focusing on information architecture design and detailed user journeys before moving on to responsive wireframe design. A heavy focus was placed on optimising the content and experience for the user type (personal or business, new or existing) and device.

Working in collaboration with the Made to Engage team, the system was usability tested in-house with a series of in-person sessions.

Energy online mobile ux flows Low fidelity designs demonstrating prioritised actions for mobile users.


The new Energy Online portal launched in 2015 alongside supporting material and promotion, resulting in an immediate decline in support calls and positive customer feedback.

Energy online ux design The live system (UI design by the team at Made to Engage).

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