ONZO delivers through persona-driven development for smart-meter solution
ONZO
ONZO delivers through persona-driven development for smart-meter solution
ONZO extracts, analyses and presents household energy data from smart metre analytics, used to inform consumers with personalised insights that maximise energy efficiency and help manage energy usage. UX Connections carried out interviews and surveys with their customers to understand goals, needs and pain points, enabling ONZO and utility companies to build stronger relationships with their customers and develop greater service models that reduce churn.
The Challenge
Create a strategy to deliver powerful data products to utilities
ONZO provides a SaaS platform to large energy companies in Europe. They gather and analyse home owners energy data and develop key insights to help educate and inform consumers about their existing use and how they can become more efficient.
ONZO identified a need to build stronger relationships with their customers; large European utilities, and engaged with UX Connections to understand their goals, needs and pains of the existing ONZO product and how it could be improved to better cater for energy companies.
The Solution
Develop a set of detailed user personas to facilitate feature prioritisation and product delivery
UX Connections worked with the Product Lead and wider services team to understand the existing life cycle of the customer, and then moved into ideation phase for the research process.
Working with ONZO and utilising their connections with the target market in utility companies, we set up and conducted a series of interviews in-person and over the phone, as well as collecting survey responses with wider groups.
With an unbiased view we were able to progress with a number of key findings, along with a stronger understanding of the customer journeys, which were transformed into a set of key persona archetypes, highlighting elements such as motivations, goals, pains, technology needs and opportunities.
The Results
Personas as a design tool for future product development
UX Connections presented the personas through a product workshop, emphasising the importance of reflecting back on the personas to define goals, motivations and pain points during the product development lifecycle. The persona posters were printed and put up on the office walls, shared as a reminder for product strategy, user experience, development, and team discussions, in order to keep focus on the core customer group and typical journeys.
Continuing on the foundations we built at ONZO we continued to deliver customer-driven dashboards for the Insights product, ensuring all of our research learnings were fundamental to the products success.
