Context
Effy is a major player in energy renovation in France, dedicated to improving the energy efficiency of buildings and reducing their carbon footprint.
In this context, this project focuses on reinventing the customer and partner journey after connecting customers with Effy tradespeople, in order to improve the experience, coordination and satisfaction of all stakeholders.
Rôle
Service Designer
Date
February 2023 - July 2023
The Problem :
How can we reinvent the customer and partner journey following initial contact ?
The promotion of projects is limited for reasons of confidentiality.
Discovery
Through this project, we sought to understand the entire personal and professional journey, particularly by looking beyond Effy itself, in order to fully comprehend the challenges of the customer-craftsman relationship.
To do this, we conducted interviews that enabled us to create various maps and gain a detailed understanding of user needs, the value that Effy brings, and the expectations of private individuals and professionals.
We also enriched our knowledge through documentary research on various topics, including the relationship of trust, professional services/tools, similar and foreign markets, and training for tradespeople.
The project is based on an observation about the energy renovation sector : Effy's partner tradespeople are faced with complex regulations and a growing need for professionalisation in order to reassure customers.
Define
Several opportunities are opening up for us, notably the idea that it seems necessary to promote online training, as our interviews revealed that there is strong demand for flexible digital training.
Several challenges stand out for the various stakeholders :
- For tradespeople, this would enable them to improve their performance
- For the customer, it would reassure them about the craftsman's technical and administrative expertise
- For Effy, it would build loyalty among its network of partners and guarantee the quality of its projects.
The idea is to create a training platform (LMS) dedicated to professionals. The aim is to transform training, often perceived as a constraint, into a lever for business growth.
Project Goals :
How can Effy win the commitment of individuals and professionals through its services ?
Design
Our solution is a comprehensive learning ecosystem.
In terms of user experience, we have designed a seamless user journey that is integrated into the Effy ecosystem, allowing tradespeople to learn at their own pace on a computer or mobile device.
Drawing on the best learning methods, we have recommended the use of short, actionable modules.
For confidentiality reasons, we cannot disclose any further details about this stage.
Delivery
The solution was tested in order to refine the proposals and improve the user experience.
In terms of the business model, we presented a cost structure and identified indirect revenues, as the deployment of our solution was designed to maximise the engagement of tradespeople and guarantee impact.
Success criteria were developed, and as a result, we delivered a system that positions Effy not only as a business provider, but as a true growth partner for renovation professionals.