Consumer Journey in Digital Energy Services PPT

This PPT slide, part of the 46-slide Digital Transformation in Utilities PowerPoint presentation, presents a detailed overview of a consumer journey through digital energy products and services, specifically focusing on a fictional character, "Consumer Jane." It outlines her interactions with a utility provider from discovery to resolution, highlighting key touchpoints and digital solutions utilized throughout the process.

In the "Discover" phase, Jane actively seeks a new energy provider using a comparison website, indicating her preference for informed decision-making. This sets the stage for her tech-savvy nature and desire for bundled solutions, such as a smart thermostat.

The "Sign-up" section illustrates Jane's engagement with the utility's website, where she opts for a green plan that includes various smart devices. The mention of an installer suggests a hands-on approach to onboarding, ensuring Jane understands how to manage her new devices through a mobile app or web portal.

During the "Use" phase, Jane participates in an energy challenge, showcasing her commitment to energy conservation. The automatic reprogramming of her thermostat through the app reflects the seamless integration of technology in her daily life. Sharing her experience on Facebook emphasizes her social engagement and the importance of community in her decision-making.

In the "Pay" phase, Jane receives a bill summary via email, with a proactive recommendation for a new plan based on her usage. This highlights the utility's focus on customer-centric solutions and personalized service.

Finally, the "Resolve" section captures Jane's experience with customer service. Her public acknowledgment of the utility's quick response to a billing issue illustrates the significance of social media in modern customer interactions. Overall, the slide effectively encapsulates the consumer journey, emphasizing the importance of digital solutions in enhancing customer experience.

This slide is part of the Digital Transformation in Utilities PowerPoint presentation.

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