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The Problem / Context
Enedis is France's largest electricity distribution network, responsible for maintaining and operating the power grid for the vast majority of the country. Enedis wanted to improve the customer experience around power outage notifications — a touchpoint that affects private citizens, small businesses, and large companies alike, often at moments of real stress and uncertainty.
My Role
Lead UX Researcher, responsible for designing and running the qualitative research, facilitating workshops, and partnering with design and content teams on the resulting solutions.
Methodology
- Stakeholder interviews
- Co-design workshops
- Focus groups and interviews with target users
- UX/UI and content design
Key Findings
- Customers didn't understand the difference between the electricity distributor (Enedis) and their electricity provider.
- Outage communication was seen as insufficient, leaving customers in the dark — literally and figuratively.
- Customers were unsure how to report an outage when one occurred.
- The proposed solution concepts were well received in testing.
- There was a clear need to better educate users about how the broader electricity ecosystem works.
What I Delivered
- Customer journeys
- Storyboards
- Prototypes
- Content design