Rethink internal processes

Multiple stakeholders are involved when founding a ZEV:

• Owners, who invest in the ZEV by providing a photovoltaic system on a new or existing building

• Electrical planners, who must present the investors with the best solutions to achieve that aim

• Electricians, who are the go-between for the investors and ewb

• ZEV participants

• Administrators, who handle the ZEV billing

The interactions between these stakeholders make up a customer journey. A customer journey is an end-to-end model of an issue, showing the interactions that stakeholders have with the ewb’s products, processes and touchpoints.

In order to redesign the customer journey, the first step is to work with ewb employees to record existing assumptions about the journey. Then customers and partners who recently went through the ZEV process were recruited and asked about their experience with the ZEV. Their expectations, wishes and needs were investigated in more detail.

On the basis of the information collected from these interviews, a comprehensive and accurate status-quo process was defined for ZEV implementation. This also included valuable insights about the various actors and the challenges they face during this process.

With these questions in mind, we developed a target journey with two new touchpoints:

• With the help of the profitability app, electric planners record initial data and perform a self-service initial calculation. In this way, they can go beyond making the financial advantages of a ZEV apparent, and use that profitability calculation as the basis for further detailed planning. The offer can be presented and the contracts signed directly via the app.

• The installation app provides electricians with the installation order and required information, and also provides a method for submitting change orders.

As a result of this conceptual work, the ewb has a prototype for a new, improved ZEV project flow that they can use to achieve their business goals. The ability of specialist partners to independently carry out cost-effectiveness calculations takes pressure off the ewb employees – who can then devote more attention to electricians and electrical planners. App usage will help ewb be increasingly considered as a ZEV provider. In addition, the installation app makes it easier to commission ZEV solutions.