E.ON

E.ON customers were experiencing difficulty submitting meter readings and interpreting their energy usage. This drove increased demand on customer support and, ultimately, greater customer frustration.

Here's how we changed that...

Understanding customer pain points

E.ON dual fuel meter reading entry screen

The old views were dated, and the input fields didn't look like input fields, customers didn't realise the dark grey boxes could be typed into.

And if they got stuck, there was nowhere obvious to turn to in terms of links to support.

E.ON meter readings account overview page

An additional step preceded the submission page, displaying previous readings only. This represented an unnecessary interruption, as historical readings could be shown alongside the submission fields on a single screen.

E.ON mobile meter reading submission screen

E.ON mobile meter readings overview screen

These issues are replicated on mobile, where reduced tap target sizes make submission more difficult again.

One screen, reading submitted

E.ON desktop submit your meter reading screen (dual fuel)

E.ON mobile submit your meter reading screen (dual fuel)

The proposed design resolves the issues previously identified. Historical readings are presented within the submission card itself, tap targets have been significantly enlarged, and unnecessary content has been removed to reduce visual noise.

Ensuring the new designs cater for different formats

E.ON submit your meter reading screen with multiple rate tiers

E.ON multi fuel meter reading screen with two electricity meters

Meter readings are submitted in a range of formats, with account configurations varying between gas only, electricity only, and dual fuel. Mapping these scenarios ahead of development was essential in preventing issues arising during the build.

Answering the question before it becomes a ticket

E.ON help modal with a video on getting a reading from your meter

Support represented a critical area for improvement. A video overlay was introduced, providing guidance on submitting a reading, with clearer routes through to support channels including live chat.

The Results

An increase in meter reading submissions and less support tickets raised

E.ON mobile confirmation that a reading was already submitted today

E.ON mobile meter reading history date picker

E.ON mobile current reading entry screen

The redesign produced positive results across both measures, with an increase in submitted readings and a corresponding reduction in support tickets.

Submission errors also declined, attributable to the enlarged tap targets and a clearer overall layout.

Understanding customer pain points

One screen, reading submitted

Ensuring the new designs cater for different formats

Answering the question before it becomes a ticket

An increase in meter reading submissions and less support tickets raised

Get In Touch