Crafting a new digital customer experience for mydei.gr

Empowering energy consumers by redefining customer interaction

What were our client’s needs

The Public Power Corporation (PPC), also known as DEI (ΔΕΗ) Greece’s foremost industry leader in the energy sector, has embarked on an ambitious journey to revolutionize its digital services. In pursuit of this goal, it has restructured its strategy with a vision centered on being "in harmony with the future". Consequently, DEI has been progressively executing a range of customer-focused digital initiatives.

Following the redesign and redevelopment of the corporate portal dei.gr, which was successfully launched in 2022, Linakis.digital was also assigned to redesign the old e-bill system and transform it into mydei.gr, a cutting-edge platform that empowers customers with self-service capabilities. Thus, customers can now manage  their DEI services effortlessly, all within an innovative and friendly user environment.

From user insights to convenience: designing an intuitive and efficient user experience

Service design: crafting intuitive pathways

A major challenge we faced, was to determine the optimal Information Architecture (IA) so that the new mydei.gr would allow customers to easily navigate and manage their accounts.

Linakis.digital conducted extensive UX research for many months. Based on the findings, we developed a holistic solution to completely transform the customer's interaction experience with the PPC. To offer a new, innovative and enriched user experience, the various working groups collaborated efficiently to study, design and implement solutions for the optimal IA.

For the navigation design we used data from real users, which we collected through qualitative research methods, studying user journeys for all different cases. In this way, we managed to design the optimal user journeys for all PPC services, ensuring that they meet user expectations and mental model. Once the design was ready, we tested the proposed solution with actual users.

Automation and convenience: streamlining user interaction

To improve usability, we structured content into user-friendly categories to instill a sense of familiarity. By addressing potential pain points and selecting elements that enhance information comprehension, we successfully optimized user interaction on mydei.gr. Additionally, we introduced "content zones" to make it even more user-friendly. This approach simplifies the understanding of extensive information and makes site navigation more straightforward, ensuring that users can easily find the information they are looking for.

The new dashboard provides users with a central control panel where they can:

To increase convenience and payment automation, the platform also allows for:

Energy consumption and savings monitoring: Optimizing user experience through personalized energy insights

The new mydei.gr offers energy consumption advisory programs to help users understand and improve their energy usage habits. By monitoring consumption, receiving energy-saving suggestions, and achieving greater energy efficiency, customers become active participants in their energy management.

The technological challenge was to interconnect the new website with the numerous back-office systems, so that users could have real-time access to information. Having achieved this task, now users:

Fueling success through user empowerment

The new mydei.gr represents a significant milestone in PPC's digital transformation journey, providing customers with personalized experiences. This is also reflected in the performance metrics. More specifically, six months following the launch: