What we did
- Defined the vision for a next-generation self-care channel across energy, gas and fiber
- End-to-end redesign of the MySorgenia app and customer area.
- Re-architected key journeys: onboarding, contracts, billing, payments, meter readings, and support.
- Integrated data‑driven features: consumption insights, sustainability metrics, and personalized tips.
- Implemented continuous feedback loops through surveys, usability testing and in-app feedback.
OUTCOMES
PARTNERS
- Unguess
- Ergoproject
OVERVIEW
Sorgenia set out to transform the way customers manage their energy by turning MySorgenia into a true self‑care platform, not just a utility app. The starting point was challenging: fragmented journeys, limited functionality, and a lack of transparency had led to frustration and a 2.5 star rating, undermining both loyalty and brand perception.
At the same time, customers were benchmarking Sorgenia against the seamless digital experiences they used in banking, mobility, and commerce, not just other utilities. Delivering a modern, intuitive, and reliable self care experience became critical to retention, reducing service costs, and strengthening Sorgenia’s position as a digital first player.
3 BIG TAKEAWAYS
From “paying bills” to “managing your energy”
The new MySorgenia experience shifts the focus from reactive bill management to proactive energy management. A redesigned home view now surfaces the essentials at a glance: supply status, bills, consumption trends, and any irregularities that require attention.
Customers can monitor consumption via intuitive graphs, submit meter readings, download and pay bills, and manage multiple contracts (home, business, fiber) from a single, unified interface—reducing friction and dependency on traditional support channels.
A platform co‑created with customers
The redesign process was built around direct collaboration with customers through surveys, interviews, and usability testing, used to validate priorities and shape both information architecture and interaction patterns. This ensured that navigation, language, and feature prioritization reflected real behaviors rather than internal assumptions.
Continuous feedback mechanisms were embedded directly in the app, allowing Sorgenia to iterate on features, fix pain points, and refine the experience over time—contributing to the leap from 2.5 to 4.6 stars on the app stores.
Sustainability and engagement as loyalty drivers
Beyond self‑service basics, MySorgenia integrates services such as sustainability metrics, the Greeners community, and advanced consumption analysis (including appliance‑level insights via Beyond Energy). This turns the app into a gateway to greener behaviors, not just a place to see how much you owe.
By connecting energy usage to environmental impact and rewarding sustainable actions, the platform deepens engagement and aligns Sorgeniaʼs day‑to‑day digital touchpoints with its broader green‑tech positioning
THE NEW EXPERIENCE IN ACTION
A single hub for light, gas and fiber
The new MySorgenia app brings electricity, gas, and fiber into one coherent experience, with a single login and a consistent design language across all contracts. From the home screen, customers can see the status of their supplies, upcoming due dates, and any alerts related to payments or abnormal consumption. Clear entry points to “Bills & consumption”, “Payments”, “Assistance”, and “Sustainability initiatives” minimize digression and help users complete high‑frequency tasks in just a few taps.
Complete self‑care: billing, consumption, and support
Within the app, customers can download and pay invoices, submit meter readings to keep bills aligned with actual usage, and track consumption trends over time. An integrated assistance area lets users open requests, chat with customer service, and access contractual documents without leaving the digital environment.
Proactive alerts notify users of irregularities in payments or usage, encouraging early action and reducing the likelihood of issues escalating into calls or complaints.
A foundation for an evolving digital ecosystem
MySorgenia now sits at the center of Sorgeniaʼs digital ecosystem as the main point of contact between brand and customer for light, gas, fiber, and an expanding portfolio of green‑tech services. The platform is designed as a modular product that can evolve over time—accommodating new services such as solar, storage, e‑mobility, and energy‑efficiency solutions without sacrificing clarity.
This combination of customer‑centric design, data‑driven services, and an extensible architecture positions Sorgenia to keep pace with fast‑rising expectations and to compete not only with utilities, but with the best digital experiences in any category.
