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.
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.
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.
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.
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.
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.
