Redesigning e-contract: nrg's online customer onboarding tool
e-contract is an end-to-end digital tool that lets nrg customers choose and apply for the right product anytime, anywhere, from any device.
Background
nrg is one of the bigger energy providers in Greece, offering electricity and gas solutions to households and businesses. The client had developed e-contract, a customer onboarding tool within their website, to let customers apply for the service package they need without having to visit a physical store or communicate with a representative.
However, important elements in the user onboarding journey were missing, and the overall design needed to be more user-friendly. So the client reached out to us with the request to redesign the tool into one that’s much more intuitive and easy to navigate.
The Challenge
The initial goal was to provide customers with an easy and fast way to complete their applications online, aligning the onboarding tool with the brand's commitment to delivering a high level of customer service throughout all touchpoints. But the existing design was missing key flows, which made it more likely for users to abandon the process.
Our challenge was to optimize e-contract without compromising the details and accuracy required for regulatory and service purposes. We needed to create a thorough flow that guided users from one step to the next, maintained transparency, provided information clearly and kept them engaged to the end. At the same time, we had to ensure that the portal remained visually consistent with nrg's brand guidelines.
The Approach
We began by breaking down the entire procedure, pinpointing each step and identifying what the users needed to complete in each step. After mapping out the user flow, we created wireframes to base our design on, keeping it clean and free from visual distractions.
With the foundational structure designed, we focused on combining nrg's brand guidelines with modern UX principles to create a consistent and easy-to-navigate digital touchpoint. To further improve usability, we clarified the instructions, helping users understand what to do in each step and what to expect next.
We carefully considered every detail in the design, including typography, color palette, progress indicators and screen layout, to ensure the portal fits well into nrg's website. In addition, we refreshed the e-contract logo to match the tool and website design, ensuring a consistent brand experience.
Illustrations
The Result
nrg received a fully redesigned self-onboarding tool that’s interactive and easy to navigate. Customers can now complete their application online fast through a responsive interface that provides clear instructions and keeps them engaged throughout the process.
By simplifying e-contract’s usability and functionality, we helped nrg create a seamless onboarding experience that reflects the brand’s promise of delivering what customers need quickly and efficiently.
