Crafting a new digital customer experience for myDEI

The Public Power Corporation (PPC), or DEI is leading the charge in Greece's energy sector, embarking on an exciting journey to redefine its digital services. With a clear vision of being in harmony with the future, DEI is on a mission to elevate customer engagement through innovative digital solutions that puts users first.

Following the redesign and redevelopment of the corporate portal dei.gr, which was successfully launched in 2022. We were assigned to redesign the old e-bill system and transform it into myDEI, a cutting-edge platform that empowers customers with self-service capabilities.

The objective was for customers to manage their DEI services effortlessly, all within an innovative and friendly user environment.

The energy industry inundates users with a plethora of information, intricate terminology, and often unintuitive tasks. We began with extensive User Experience (UX) research, studying user journeys for different customer segments. Our approach focused on simplifying complex energy terms and processes while creating an optimal Information Architecture (IA) that allows users to glide through transactions on mydei.gr with ease.

We then designed intuitive paths for multi-step transactions and integrated real-time data from multiple back-office systems. The result is a platform that's both a powerful and easy-to-use self-service tool, delivering a highly personalized experience.

The platform enables:

• Personalized recommendations tailored to user needs.
• Timely reminders for contract renewals.
• Guided assistance for complex transactions.
• Valuable insights into user energy consumption.

Designing a user-friendly experience was crucial, so we had to design with the user in mind. To enhance usability, we offered an intuitive navigation for complex tasks by organizing content into familiar categories, making it easy for users to find what they need. The new dashboard acts as a command center, where users can effortlessly check their current account balance, monitor overdue payments, and keep track of total settlements and outstanding debts. To further boost convenience, mydei.gr offers electronic payments through e-POS and allows users to set up standing orders via debit or credit cards, making financial management a breeze.

By focusing on user needs at every step, we have created a platform that transforms the relationship between energy providers and customer.

The newly revamped mydei.gr goes a step further by providing energy advisory programs that help users improve their energy habits. By monitoring consumption and offering tailored energy-saving tips, the goal was to empower customers to take charge of their energy management.

We integrated the platform with various back-office systems to ensure users have real-time access to their information. Now, they can access all features 24/7 through the online portal and the new MyDEI mobile app. From managing bills and payments to tracking consumption by household device, users have everything they need at their fingertips.