- Company
- Lemon Energia
- Year
- 2024
Elevating the payment experience for Lemon Energia customers
- Desk research
- User interviews
- Usability testing
- Design system
- Prototype
- Figma
Lemon is a climatetech company that operates as a renewable energy marketplace for small businesses, facilitating the connection between consumers and electricity generators using primarily clean sources, such as solar, wind, biogas, and small hydropower plants.
A new payment experience designed to simplify navigation, enhance understanding of generated savings, and ensure greater transparency in bill calculations and the transfer of funds to energy distributors.
The project was driven by feedback from NPS, CSAT, and user interviews, establishing a solid foundation for continuous improvements and fostering a more transparent, accessible, and streamlined user experience.
Impact
- Churn due to low perception of savings decreased from 51 in July (pre-launch) to 24 in October, possibly due to the new digital account providing more details about savings.
- In tests with 12 customers, 11 would recommend the new account to others.
- Customers identified as digital-savvy fully understood the concept of the unified account; among non-digital customers, understanding was partial but still positive.
- All customers understood the calculations and appreciated the display of the percentage of savings.
- Main objectives were achieved, except for customers with low digital literacy or reading difficulties, generating insights for future improvements.
Learnings
- The 3Q NPS indicated that 39% of detractors did not clearly perceive their savings, likely due to a preference for using paper invoices and lack of access to the digital account. To address this, we are enhancing communication about savings through email and WhatsApp, and revising our invoice documentation.
- The invoice button was hidden in the new interface, leading to increased resending requests (838 contacts in July, 606 by October 23). We have adjusted its position and are monitoring resending requests to evaluate the impact of this change, with potential follow-up usability tests planned.
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