Our client, the Hungarian Electricity Works (MVM), is Hungary's largest energy provider, with more than 10 million business and residential customers.
The provider's goal is to serve its customers efficiently yet simply, providing the best possible user experience.
The MVM Group is Hungary's second largest and Central Europe's sixth largest corporate group, and is becoming an increasingly dominant player at the regional level.
The Challenge
MVM is Hungary's market-leading energy provider in both the residential and public sectors. We have been developing the residential customer relationship application for more than six years, the platform is constantly expanding with new functions and is already available to administrators of public sector users. Our partner's long-term goal is for all stakeholders to receive customer service support through unified user interfaces. In the next step of the integration, the client requested that we prepare the development of this interface.
Our challenge in this task was to provide the most perfect representation of new users' needs and to create a more accurate and thus more cost-effective development plan.
In the energy industry, energy is a part of everyday life for users, and they do not need to have insight into either its commercial or technical background. Our task was to integrate functions that are also important to the technical background (DSO – Distribution System Operator) in a way that preserves the clarity of the application for general users, while still allowing professional stakeholders to access the functions intended for them.
The Solution
The users of an energy industry customer relationship application are not only the customers managing their affairs, but also business representatives, the internal development and maintenance team, and industrial experts from the integrated fields. During the joint work, a key priority, beyond clarifying content-related questions, was the representation and alignment of these various users' interests.
In this specific case, the solution was not technological, although it did require previously acquired background knowledge regarding database structure. Our primary task was the evidence-based preparation of decisions using service design tools, enabling stakeholders to focus effectively on their professional work.
The Result
The integration is taking place across multiple parallel tracks, ranging from the introduction of new functions and the representation of joining market players to the rewriting of formerly monolithic systems. Because expectations and technical requirements are often difficult to follow, business empathy helps in understanding the "whys" behind a request alongside the review and testing of specific functions.
The primary result is that professional stakeholders were able to assert their expectations while the application's user-centricity was preserved. They were able to participate in testing, see the consequences of their decisions during the prototyping phase, and make evidence-based decisions.
We validated the new development requirement by proportionally involving stakeholders, which results in savings for the project's largest cost items: development man-hours and the reduction of customer service complaint handling.
Client Testimonial
Hamarosan
XY
titulus, MVM Zrt.
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