Selling direct to consumers through a web interface would allow us to streamline the purchasing process, provide customers with an accessible, user-friendly platform to explore products, customize their solar installations, and complete purchases at their convenience
- Lower operational expenses
- Expand market reach
- Empower informed customer decisions
- Provide a pressure-free buying experience
- Increase accessibility to solar products
LUmio
Customer App
Overview
Project
Lumio Customer App
Roles
Director of Marketing
Product Manager
Director of Product
Product Team
Teammates
Head of Product
UX Designer
Tech Lead
Tools
Figma
Sticky Notes
Google Sheets
The Problem
Traditional sales methods for solar installations are costly, limited in reach, and place pressure on customers, making it difficult for them to make informed decisions at their own pace. Additionally, customers lack an efficient way to manage and track their solar installations, leading to a disjointed experience and reduced customer satisfaction. The company needed a solution that reduced operational expenses, expanded market reach, and enhanced the overall customer experience by providing a seamless, user-friendly platform and a transparent management system.
Team Alignment
We came together with a shared vision to improve the customer experience and address the challenges faced by traditional solar sales methods. We started by using journey mapping to thoroughly understand the customer’s path, from initial interest in solar to the final installation. This collaborative effort allowed us to identify key pain points and opportunities for improvement, ultimately leading to the creation of a streamlined flow for the new solution. Building on this foundation, we later went to an offsite retreat where we focused on designing an intuitive solar install builder and a customer app. These tools were crafted to empower customers to customize their solar installations easily and to provide them with real-time updates and insights into their projects, ensuring a seamless and engaging experience throughout the entire process.
Journey Mapping
Our journey mapping process was a collaborative effort involving project management, customer service, and marketing. Project management outlined the key stages of the customer lifecycle, ensuring we captured all operational touchpoints. Customer service provided insights into common pain points and areas needing better support. Marketing helped us understand customer personas and how they engage with our brand, ensuring our messaging aligned with their needs. By combining these perspectives, we mapped out the entire customer journey, identifying opportunities for improvement and aligning our teams to deliver a seamless, customer-focused experience.
Builder
The builder allows customers to explore, customize, and purchase solar energy systems directly. Through this portal, users can input their energy needs, view different solar package options, and select the number of panels or system size that best suits their requirements.
Details
The platform provides real-time pricing updates based on the chosen configuration, along with financing options and potential savings estimates.
Account
Additionally, customers can schedule a site survey, apply for financing, and track the progress of their installation—all within the same interface. This self-serve portal is designed to be intuitive and user-friendly, offering a transparent, streamlined buying experience that puts control directly in the hands of the customer.
Results
The customer portal has led to faster project completion and reduced customer inquiries, as the platform provided clear, accessible information at every stage. The portal also improved customer satisfaction by offering transparency and control over their installations, leading to increased loyalty and positive feedback.
We have tested several versions of the self serve solar mockups with potential customers and it is currently in development. We hope this tool will help us be less dependent on a single route to market and make us more resilient and diversified.
