An energy company known for stellar customer service
The primary aim of the website renewal was to support Vantaan Energia’s goal to become a nationally recognized energy provider known for stellar customer service.
During the renewal, we designed and built separate websites for Vantaan Energia and Vantaan Energia Sähköverkot, which offer easily accessible and relevant information for stakeholders of all kinds. Furthermore, we wanted to bring forth the company’s product portfolio and build a solid foundation for the further development of the company’s online sales.
Vantaan Energia Sähköverkot, the subsidiary responsible for electricity network services in Vantaa, was looking to differentiate its messaging from the parent company, while still retaining a connection to the main brand.
Vantaan Energia is also known for its waste-to-energy plant, which turns regular household waste into electricity. The environment and corporate social responsibility, as well as the company’s groundbreaking work in the energy sector, became some of the central themes of the renewed concept.
However, our work didn’t stop after the service was launched. The goal of our further development efforts is to provide the easiest and best customer experience in the industry. In addition, we strive to bring out the benefits of district heating and make ordering it as easy as possible. We work in close collaboration with the client as well as our analytics partner OIKIO to improve the conversions, customer experience and content of the site based on analytics and customer insight.
A forward-looking service concept
In the capable hands of our team of designers and developers both services turned into responsive, customer-centric transaction channels.
During the concept design phase we familiarized ourselves with the findings of user research and customer profiles, organized and facilitated workshops with different stakeholder groups, conducted benchmark analysis and interviews with customer service stakeholders. These inputs along with the findings of a holistic content audit were further analyzed to support the design phase.
As a result, we created a service concept which guided the design and implementation phases.
The two visually uniform services were created with the help of Pattern Lab, a modular online styleguide. The services were built on WordPress as separate entities, which makes it possible to further develop them individually.
Customer experience as the core of further development
The new Vantaanenergia.fi is a customer-centric, sales-supporting channel that brings product comparison and customer service to the fingertips of its users. The new site is easy to update and maintain, and both new and existing clients enjoy a pleasant user experience.
After the launch we have continued to optimize the conversion process and renew the purchase process of electricity to match the customer experience on the rest of the site. The website makes it easy for customers to compare Vantaan Energia products and choose the one that fits their needs best. As a result we have witnessed a 55 percent increase in conversions.