Case Study: E.ON Drives Customer-Centric Change with Custellence

How to use Customer Journeys to drive change in the energy sector

E.ON, a major energy company, faced the challenge of transitioning from a former monopoly to a customer-centric organization in a competitive market. Their goal was to design experiences around the customer but they struggled with siloed information and static, hard-to-share maps created in tools like InDesign and PowerPoint. To drive this change and improve collaboration, E.ON uses Custellence as their customer journey mapping platform.

The solution involved using Custellence to create dynamic, collaborative AS-IS journey maps focused on customer needs, which became a single source of truth. This enabled E.ON to involve a core team in keeping the maps updated, easily share progress with leadership, and build a visual backlog of ideas. By using Custellence, E.ON fostered company-wide engagement, saved significant time for their service designers, and established a living system to ensure all work remains grounded in customer insights.

E.ON

Kine Brodal

Service Designer