Focus On

Service Design, Customer Engagement & Experience

Service Design is based on the ability to connect human, digital and physical interactions over time to create a coherent although differentiated experience for customers. The energy sector provides for a high number of internal and external interactions throughout the supply chain and involves the need to know how to adequately manage the relationships between the various counterparties by understanding and anticipating specific needs and supporting operations through the preparation of digital tools capable of bringing real value to the conduct of business processes.

The introduction of a service design methodology allows you to:

  • Manage their customers' end-consumer demand by creating differentiation, loyalty and long-term value
  • Better understand the interactions that people have with the company and identify problem areas and related opportunities through a map of the customer journey
  • Concentrate efforts by choosing the moments of greatest impact to plan
  • Enable to understand, monitor and execute the vision with a service project

Power Reply adopts an approach aimed at building, innovating or even exceeding business lines and its channels, converting opportunities and problems into concrete solutions and based on three principles, which guide the methodology:

  • CUSTOMER CENTRIC DESIGN - introduction of Design Thinking & customer centric design techniques starts from customer insights, pain points and opportunities to manage demand activities and understand what are the real problems to be solved (starting from the real needs of people)
  • LEAN USER EXPERIENCE - Being “lean” means proposing only activities that bring added value to the project. In business and technology, design means building solutions that will be used or that solve the core of a problem (build the right thing)
  • AGILE DELIVERY - The introduction of agile development is now a standard for developing solutions that meet the need, which lead to the optimal solution to a problem (build it in the right way)