Project
Centropol Samoobsluha
How to make something as ordinary as energy self-service a digital experience that really entertains the user?
Centropol had long struggled with low user satisfaction in the area of customer self-service. The original interface was complicated and confusing for users, and customers had no way to track their energy consumption.
Our task was to simplify and improve the customer self-service, increase the number of active users, enable online registration, and offer an easy and above all transparent way to manage their requests.
Challenge
Centropol was looking for a new approach to UX and UI design that would solve the current self-service issues in a user-friendly way.
Main problem areas:
- The overview of payments for all supply points was confusing.
- Energy consumption was not presented in the tools, even though it is a key metric for customers.
- Consumption trends were unclear, with no easy way to browse between individual supply points.
- For B2B products, consistency was lacking – the original solution was built for just one calendar year.
- There was no way to work with recommendations for reducing energy consumption.
Solution
In designing the project, we drew from a thorough market mapping and careful listening to our clients. As a result, we created a user environment that is clear, intuitive, and truly meets their needs.
These needs translated into specific features, such as:
- Modern login page
- Simple navigation
- Payment overviews sorted by supply point
- Ability to add more supply points and users (with admin or user role)
- Detailed consumption with the ability to compare periods
- Automated registration without unnecessary paperwork
- Clear dashboard with up-to-date information
Process
When someone changes their bank or energy provider, they expect clear and intuitive management. That’s why we compared what the major players offer and implemented similar features directly into our design. We also worked directly with Centropol's clients and customers.
In several phases, we:
- Analyzed the competition and gathered inspiration
- Designed wireframes and prototypes in Figma
- Tested designs at branches
- Iterated based on feedback
- Finalized the UI kit and conducted A/B testing of individual flows
Result
The result was a recommendation for how Centropol can take its self-service platform one step further compared to the competition. An incomprehensible process became a platform that puts energy into users’ hands. No compromises, no unnecessary barriers, respecting modern digital demands.
The new Centropol Samoobsluha interface allows customers to quickly and easily check energy consumption and payments — all clearly in one place. Supply points can be easily managed, and navigation in the system is now much more intuitive. The design reduces unnecessary administration, so the client center receives fewer queries, which means in practice more satisfied customers and more efficient service.
Project team
Ondřej Opluštil
UX/UI designer
Jakub Gräf
product and UI designer
Petra Dolejšová
project manager
Our other projects
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Analysis of payment process unification, connected with automation of monthly reports for the Technical University in Liberec.
#analysis and optimalization
#AI a automatization
#digital solution
#system architecture
