Sometimes you need to question whether you’ve identified the right problem.

  • Kunde:

    Energy company

  • Unsere Rolle:

    Designing a communication strategy in the event of power outages

How quickly should consumers be notified of power outages? What information is needed and what is the best way to communicate?

The team carried out user research and researched the company’s internal reporting systems and external communication processes.

Result: The company lacked the necessary infrastructure to detect power outages in real-time, however, the team discovered that real-time alerts for customers were not really necessary. Indeed, the customer wanted something different!