EWII delights customers with new self-service solutions

With a goal of becoming Denmark’s most customer-centric and strongest utility provider, EWII is focused on creating the best customer relationships and engaging user experiences on ewii.dk.

The challenge

EWII wants to engage Danes in their electricity, water, and heating consumption. They aim to achieve this by offering digital products and functionality, personalized recommendations, and relevant content that help customers optimize and manage their consumption in everyday life.

This requires building a digital ecosystem consisting of data, services, products, and content, encouraging users to return to EWII’s digital universe again and again.

The starting point

Today, EWII’s website and self-service platform exist as two separate customer experiences. The ambition is to create a seamless and strong digital user experience across all utility services and touchpoints. The website and self-service platform will merge into one unified digital experience across all service areas.

Data is the key to delivering relevant and targeted customer experiences. As consulting and implementation partner, we have helped define a target architecture that enables EWII to leverage data for creating personalized and consistent customer interactions.

The solution

The solution is based on Optimizely CMS (formerly Episerver DXP), featuring a flexible and modular site that EWII’s editors can use to create an intuitive platform for both new and existing customers.

As part of the implementation, a new Corporate Visual Identity (CVI) has been developed, rebranding EWII in the market with new design elements, colors, and sharper messaging.

Behind the solution

To allow EWII to reuse pages and elements while maintaining visual consistency, the front-end is built in Vue.js.

A broad catalog of components has been developed, ensuring functionality is shared while being branded individually depending on the utility service. No matter which service a customer interacts with, the user experience and visual identity remain consistent.

Additionally, modular flows in Vue.js allow components to be reused across different ordering processes. These same flows will later be integrated into EWII’s new self-service solution, which will also be migrated to the Optimizely platform.

Additionally, modular flows in Vue.js have been developed, allowing the same components to be reused across various ordering processes. These same flows will later be implemented in EWII’s new self-service solution, which is also set to be migrated to the Optimizely platform.

The result

Through a robust taxonomy, used for personalizing content based on customer characteristics and interests, EWII can easily target articles and content to meet customer-specific preferences.

The result is a new immersive customer universe featuring a user-friendly onboarding flow for customers logging into the new self-service platform for the first time.