1. About the Client
Stoen Operator manages Warsaw's power grid, supplying electricity to over one million customers. The company is intensively digitizing its customer service, moving complex procedures into the online space. In such a model, the intuitiveness of the Grid Connection Portal and a high-quality user experience (UX) directly impact the efficiency of application processing and the image of a modern utility operator.
The new version of the Grid Connection Portal marks another step in a long-term, strategic relationship, where Stoen Operator once again entrusted e-point with the role of a technological partner. Our shared history includes building a digital ecosystem which, apart from the Grid Connection Portal, consists of:
- The Portal for Designers - digitizing and organizing the two-way exchange of technical grid documentation.
- The Platform for Contractors – improving the coordination of investment works and reporting progress directly from the field.
- Payment System Integration – enabling quick invoice payments directly from the context of connection cases.
2. The Challenge
Barriers in Digital Connection Services
Stoen Operator needed support in transforming its Grid Connection Portal. As a digital touchpoint for key processes, the solution was intended to improve operations ranging from applications, grid connection conditions, micro-installations, and grid collision removals (LV, MV) to technical acceptances and asset inventory.
The previous tool was no longer sufficient. The application form often proved too difficult to complete and required technical knowledge that customers usually did not possess. As a result, most cases still ended up requiring a visit to a physical branch.
An additional barrier was the lack of clear tracking of case progress and the processing stages of applications submitted by customers. This information deficit within the portal forced users to resolve issues via inefficient email communication. This generated unnecessary traffic on the helpline and blocked back-office operations.
The lack of online transparency built an unnecessary gap between us and the customer. We needed a partner who would help us strip these procedures of their 'difficult administrative paperwork' stigma and transition them into the standards of intuitive self-service.
Key client requirements included:
Understanding the current process
Auditing and mapping the journey of submitting current applications to detect all process gaps.
UX Review
Identifying errors and bottlenecks, and defining directions of change for the entire ecosystem (including the stoen.pl information service.
Examining market standards
Benchmarking competitors and verifying how analogous processes are handled by other energy distribution system operators.
Preparing the platform for further development
Prioritizing the backlog and translating high-level requirements into specific changes and improvements in the user interface and UX. This allowed for creating a solid foundation before the implementation phase.
In the energy sector, digital transformation is rarely simple. Procedures are strictly regulated, and processes involve multiple stages. Our role was to translate this operational complexity into an intuitive user experience. We proved that before you start designing a portal, you need to precisely dismantle process gaps at an analytical level. Thanks to this, Stoen Operator gained confidence that the new version of the portal would realistically relieve traditional service channels from day one.
3. The Process
Mapping journeys and reclaiming usability
The project team began work with an in-depth analysis of the current situation. Instead of jumping straight into designing user interface views for the new platform, the focus was placed on workshop collaboration and thorough research. Analytical activities were carried out concurrently to provide the client with the broadest possible business context.
Stage / Activity
Implementation Details
Workshops with the Client
4 intensive meetings during which we analyzed how the current application process works and outlined an initial vision for the post-login portal area.
UX Review
We conducted an internal usability audit of the grid connection portal and the stoen.pl website, setting key directions for changes in information architecture.
Competitor Analysis
We looked at solutions from other operators in the market (Tauron, Energa, PGE) to identify best practices and standards expected by users.
Backlog Building
Based on the gathered knowledge, we developed detailed project requirements and categorized them in terms of business value for the Client.
4. The Solution
Workshop approach and process analysis
We adopted a model of close workshop collaboration. The external project team was responsible for the UX audit, competitor analysis, and structuring functional requirements.
Experts from Stoen Operator provided crucial knowledge regarding internal procedures, legal frameworks, and technical aspects of the power grid. This synergy allowed us to flexibly translate traditional, analog procedures into a digital ecosystem and precisely embed them within the client's complex architecture.
The challenge lay in the lack of consolidated data on user behavior and the complex nature of grid connection formalities, which previously necessitated personal visits to service branches.
To solve this problem, we conducted 4 intensive process workshops, performed an expert UX Review of the stoen.pl website, and executed a detailed benchmarking of market leaders (Tauron, Energa, PGE). As a result, we mapped the complete, real Customer Journey, unified design standards, and formulated a technical backlog – ready for immediate implementation during the remodeling of the Grid Connection Portal.
Instead of trying to fix everything at once, we gained a short, critical list of priorities with the highest value for our customers. Transitioning to the design phase with such a clear plan, agreed upon by everyone, gives us full control over the budget and the schedule of further work.
5. Results
Setting the direction and foundations for design sprints
The outcome of the work was the organization of plans and the selection of key tasks to be executed during Technical Sprints. Thanks to transparent communication, we jointly selected 4 key aspects to be addressed first from a visual and development standpoint.
Key implementation results:
Expanded "Case Status" for grid connections - Defining requirements for a transparent view to track multi-stage processes.
Simplified "Case Status" for other applications - Developing a concept for a clear module for standard inquiries, inspired by the best elements of the current system.
Optimization of the "Correspondence Module" - Planning changes to labels and categorization, and organizing the presentation of the message list.
Update of the Contact Section - Increasing the visibility of the section containing contact details for the designer and contractor, which is critical for the smooth handling of cases.
As a result of our work, we equipped Stoen Operator with a precise, market-verified action plan. Together, we built the foundation for the upcoming cycle of design sprints, during which we will translate the developed concepts directly into wireframes and final portal interfaces.
Thanks to the ready structure and prioritized backlog, we can implement these changes iteratively and in a controlled manner. We are confident that each new module will precisely meet the real needs of users and translate into the operational efficiency of Stoen Operator.