Renew energy contracts seamlessly.
How might we help customers navigate energy renewal with confidence?
E.ON is a leading European energy provider serving residential and business customers across multiple markets.
Service Designer and project lead at Livework, working bilingually in English and Italian.
With Italy's energy market about to deregulate, E.ON had to transform contract renewal from a transactional touchpoint into a moment of trust. Over sixteen weeks we ran bilingual field research with customers, prototyped new conversation flows and aligned stakeholders across the business — giving E.ON a confident foundation to enter a newly competitive market.
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With Italy's energy market about to deregulate, E.ON needed to reshape its renewal journey — turning a transactional touchpoint into a moment that built knowledge, confidence and loyalty.
Over sixteen weeks at Livework, we engaged directly with customers, refining touchpoints to empower them with energy knowledge and enhance satisfaction.
Immersive field research and iterative prototyping let us tailor solutions to evolving customer needs. Stakeholder engagement remained central — operating bilingually in English and Italian, our face-to-face approach captured the nuanced insights essential for success.
Project Lead and Service Designer — running stakeholder coordination, interviews, UX research and the service design of the new renewal journey.
Outcome
A revamped renewal journey ready to navigate Italy's competitive energy market — while delivering value and fostering loyalty.