Vattenfall
Vattenfall
Vattenfall is one of Europe’s largest energy providers, serving millions of customers across Sweden, Germany, the Netherlands, Denmark, and the UK. Customer support was heavily reliant on phone-based contact, creating long wait times, operational strain, and poor customer experiences. This project focused on rethinking Vattenfall’s digital support experience to better serve users’ core needs while reducing pressure on customer service teams.
Company
Vattenfall
Size
Enterprise
Industry
Sustainable Energy
Role
Service Designer
Contribution
User Research
Support flows
Information architecture
Reusable components
Most customers contacting Vattenfall were trying to complete simple, repeatable tasks — viewing invoices, understanding consumption, checking prices, or handling outages. Despite this, 72% of support requests came through telephone channels. Digital support pages were difficult to navigate, overloaded with information, and failed to guide users toward self-service solutions, resulting in frustration for both customers and support staff.
I led a research-driven redesign grounded in jobs-to-be-done thinking. Working with data analysts, I established a quantitative baseline and benchmarked Vattenfall’s support experience against comparable services. Through user interviews and internal workshops with designers and developers, we mapped key support journeys and reframed them into clear “How might we” opportunities.
The solution focused on simplifying information hierarchy, surfacing the most common tasks early, and guiding users toward logged-in experiences where personalised support could be provided. I designed and iterated prototypes across fidelity levels, testing with users through interviews, card sorting, surveys, and scenario-based tasks. The final design balanced clarity, reassurance, and efficiency while feeding reusable components back into Vattenfall’s design system.