Help is just a click away

  • Case A one-stop service app to take care of home maintenance and repairs
    • Show more info
  • Client Naturgy
  • Industry Energy
  • Year 2016
  • Capabilities Digital Design
    UX Design
    Design Research
    Service Design
Designit Gas Natural Fenosa Hero

You’re locked out, plumbing is backed up, or your dishwasher’s on its last legs – who would you call? Your energy provider? We helped Naturgy launch a new Services app to give their customers access to all kinds of maintenance and repairs in just a click. This is Naturgy’s first step into the world of connected homes as part of the future business strategy we defined together.

If I had a problem with my electrical installation, it would not occur to me to call my energy provider. Naturgy customer

Challenge

Naturgy’s existing service had an extensive network of trusted professionals across ServiGas, ServiElectric and ServiHogar who could help with all kinds of emergencies. But customers just weren’t aware that they had this maintenance coverage through their energy provider, and often got confused with their home insurance. We made the invisible visible, and easily accessible by digitizing the network. We redesigned the whole service from start to finish, including backend operations, and accompanied Naturgy through the programming sprints as their strategic partner to keep continuity between the designed prototype and final app.

Solution

With the new Services app, customers have a clear overview of what appliances and services are covered by Naturgy. Instead of calling, customers can just snap a photo and write a quick note to describe the problem. Naturgy’s technical service will take it from there. Locksmiths, plumbers, electricians, handymen, and even furniture builders are now all just a click away.

Our priority is to always offer the best service and the greatest peace of mind to customers. The ‘Services’ app marks a before and after in incident management in this sense and it paves the way towards the connected home. Carlos Escòlies, Former Director, Residential Market, Naturgy

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