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Portal of the Wallonia-Brussels Federation

Public Services

Maintaining new features within the customer zone across desktop view, mobile view and mobile app that allow customers to track their energy consumption as well as getting all the invoices overview.

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Role : UX Specialist

Client : Total Energies       

Date : 2023-2024      

Tool : Figma, Contentsquare, Confluence

What I did

Benchmarks 

Surveys

Usability Testing

A/B Testing

Stakeholder Management

User Personas

Customer Journey Map

User Flow

What I delivered

Reports

UX Toolbox 

Wireframes

UI Design

User Stories

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Conceptual Phase HIFI 

At Total Energies, I lead the redesign of the settlement plan & change of deposit for the desktop and mobile app, aiming to enhance user experience and streamline the process for users managing settlements and their deposit.

The project involved a comprehensive analysis of existing designs, user feedbacks, and the implementation of robust UX methodologies to drive improvements.

Pain Points

When integrating a settlement plan & change of deposit feature into the customer zone web app, several potential pain points in terms of user experience (UX) might arise :

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  • Complexity in navigation while adding a new feature (with technical constraints)

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  • Lack of clarity in making the difference between invoices settlement plan and deposit

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  • Inefficient workflow regarding the new feature


Addressing those pain points require a meticulous focus on user-centric design principles, conducting usability testing, ensuring seamless integration within the existing app ecosystem, and continuously iterating based on user feedback. Striving for simplicity, clarity, accessibility, and consistency throughout the design and implementation process can significantly enhance the overall user experience of integrating these new features within the customer zone.

01

COMPLEXITY IN NAVIGATION
while adding a new feature

Users couldn't access digitally the overview of the settlement plan (status & tracking) within their customer zone. New digital funnel had to be opened.
Users may struggle to find and access the settlement plan feature within the customer zone if the navigation isn't intuitive or if it's buried deep within the interface.

02

LACK OF CLARITY IN INFORMATION

If the settlement plan feature presents information in a complex or ambiguous manner, users might find it challenging to understand details related to settlements, transactions, or terms and differentiating from other types of invoices

03

INEFFICIENT WORKFLOW

Users might encounter difficulties in completing actions or steps within the settlement plan feature due to a complicated or unclear workflow, leading to frustration and abandonment of the process.

Solution

The project involved a meticulous approach to address the identified pain points and elevate the user experience for Total Energies' settlement plan and change of deposit across desktop and mobile applications.

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Understanding the user's perspective was pivotal. Through extensive user research comprising surveys and interviews, we gained invaluable insights into their challenges and preferences. This groundwork allowed us to craft user personas and journey maps, enabling a user-centric design approach.

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To ensure consistency and coherence, a unified design language was established. This entailed creating a cohesive visual identity, standardized interactions, and harmonized functionalities across both desktop and mobile platforms. This step aimed to mitigate confusion and discrepancies users previously encountered.

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Incorporating robust UX methodologies was key to refining the settlement plan. Through usability testing, we iteratively validated design decisions through Figma to visualize wireframes and prototypes. Information architecture principles were meticulously applied to streamline navigation, resulting in more intuitive user flows within the settlement plan.

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The outcome of these implementations still need to be assessed through KPIs such as : 

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  • Usability Metric :

    • Task Success Rate

    • Error Rate

    • Time on Task 

    • Learnability

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  • User Engagement

    • Bounce Rate

    • Time Spent on Page/Session Duration

    • Click-Through Rate (CTR)

    • Interaction Metrics

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  • Conversion Metrics:

    • Conversion Rate

    • Goal Completion Rate

    • Cart Abandonment Rate

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  • Satisfaction and Perception:

    • Net Promoter Score (NPS)

    • Customer Satisfaction Score (CSAT)

    • Qualitative Feedback

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  • Retention and Loyalty:

    • Churn Rate

    • Return Visits

    • User Retention

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  • Accessibility Metrics:

    • Accessibility Compliance

    • Screen Reader Compatibility

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  • Performance Metrics:

    • Page Load Time

    • Response Time

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  • Operational Metrics:

    • Development Time

    • Maintenance and Support Requests

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Papur- Plan de paiement- Imane Iteration.png

Other

Campaign e-mailing - Timeline Onboarding

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