Andrés Poveda - Front End Developer & UI/UX Designer

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Enerbit

UI/UX Designer

EnerBit is a Colombian startup backed by Celsia, one of the country's largest energy sector companies. The firm specializes in energy commercialization and provides technological solutions offering lifetime reports and control over energy consumption.

As EnerBit expanded, so did its client base, particularly with the acquisition of condominiums using EnerBit as their energy provider. Initially, their target market focused on young to middle-aged individuals with moderate technological proficiency. However, they eventually began attracting older users (55yo +) who demonstrated lower engagement metrics and difficulty using the application.

This challenge was presented to my five-person team, which I led. The following outlines the solution we developed and it's impact:

+0%

7 Day Retention Rate

From 25% to 55%

+0 Sessions

Monthly Session Frecuency

From 5 to 13

+0 Minutes

Daily Average Time in App

From 3 mins to 12 mins

The Problem

Users over 55yo experience difficulties interacting with the enerBit app due to their limited familiarity with digital platforms.

Solution Delimitation

Our solution aims to enhance ease of use for the target audience, increasing their engagement with the app across three main workflows.

Billing

Consumption Data

Error Handling

Investigation Tools

Benchmark and Moodboards

User flow analysis

Interviews and Case Studies

Usability testing

Data analysis

How do we clasify our users

To categorize the 28 participants in our sample group, we asked them...

On a scale of 0 to 10, how would you rate yourself between these two terms?

High Digital Literacy

You have extensive experience in the use of mobile applications. You are comfortable with a wide range of functions and features, and you can utilize applications for advanced tasks.

Low Digital Literacy

You have limited experience using mobile applications. You primarily use your device for basic functions and rarely venture beyond essential apps.

Sample Results:

18 Low Literacy Users

10 Average Literacy Users

What they say about the app

Upon assessing their level of application proficiency, we proceed to identify their pain points. This approach enables us to comprehend the obstacles they encounter when interacting with the applications.

User Persona

ased on the previously collected user feedback, verbatim statements, and an analysis of the predominant sentiments and concerns expressed, we have developed an accurate representation of the typical user profile.

Solution

Our solution is structured around four key components: User classification, Introductory tutorial, Streamlined functionality, Enhanced user interface and assistance. This approach focuses on tailoring the experience to user needs, providing clear onboarding, simplifying core features, and offering robust support throughout the user journey.

User Classification

Our enhanced onboarding process now includes a brief technology usage survey for new users. This five-question assessment allows us to gauge each user's tech proficiency and assign a tailored interface visualization accordingly. By implementing this personalized approach, we've made the application more accessible to users with varying levels of technological experience, particularly addressing the needs of older adults who may be less familiar with app interfaces.

Introductory Tutorial

For users identified as 'beginners', we provide a guided tour of the app's core functionalities. This orientation covers four key features: viewing consumption data, accessing invoices, making payments, and managing profile information. This targeted introduction ensures new users can quickly navigate and utilize the app's essential services.

Streamlined functionalities

We streamlined the app for our target users, focusing on core functionalities rather than a comprehensive feature set. This less is more approach led us to simplify the user interface, emphasizing essential tasks like consumption tracking and invoice management.

We improved readability and accessibility by increasing font sizes, shortening text, and using clear, direct language. These changes create a more intuitive experience tailored to our users' primary needs and preferences.

Assistance

Our research revealed that users encountering obstacles or bugs often abandoned the application for extended periods, unable to articulate or resolve their issues despite available support channels. To address this, we implemented an Assistance button within the app.

This feature automatically captures the user's current location in the app flow, prompts for a brief issue description, and instantly relays this information along with user details to WhatsApp support. This streamlined process significantly reduces the time between problem identification and resolution, enhancing user retention and satisfaction

User Flow Improvement

We conducted a follow-up usability test to evaluate the impact of our modifications. Using the same user group from our initial assessment, we observed a significant improvement in user satisfaction. The initial satisfaction score of 4.8 increased to 7.6. Importantly, users were not informed of the changes prior to the second test, ensuring an unbiased evaluation of the app's enhanced usability. This marked increase in satisfaction demonstrates the effectiveness of our user-centered design improvements.

Average User Satisfaction

7.6/10

58.33% improvement