The customer journey at Endesa, shaped by the people who deliver it

Enel's challenge was to digitise the residential customer journey at Endesa within a complex organisational environment.

To tackle this, we ran a customer research programme that uncovered pain points across the journey. From that work, we defined customer profiles and mapped their current experiences, identifying opportunities for improvement at every stage.

Those opportunities were explored through more than 20 design and ideation workshops, bringing together national and international teams to generate over 150 potential solutions. We then prioritised initiatives based on impact and effort, and defined a new customer journey ready for implementation.

As part of this process, we produced more than 20 service blueprints and a range of screen flows for the digital initiatives, all aimed at making implementation straightforward in real operations.

This was a long and complex project, involving a wide range of stakeholders: international teams, local employees, technology consultancies, and an external PMO.

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_{*with BIP/Sketchin}