B2C Platform•2023•6 months

Digital energy-service portal

Connected in 3 clicks

We built an intuitive web portal for the region's power grid company that lets people of retirement age connect their home to the grid in 3 clicks — with no office visit and no paperwork.

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Challenge

The challenge

Before the portal launched, the process of connecting to the power grid was 'analog'.

People stood in line at the utility's offices
They filled out paper applications with many fields
Older people (the core audience of the private sector) had to come back repeatedly just to check the status
The company lost customer loyalty due to a long customer journey

Goal: Create the simplest possible digital service for the B2C segment, letting people aged 55+ apply to connect their home to the grid on their own — without stress and without visiting an office.

Solution

The solution

We approached it as a socially significant product, where every UX detail was tested on the target audience.

Simplified applications

The customer picks a service and fills in a minimal form. No extra steps, no sign-up before applying, no captcha, no complex fields.

Click 1: pick a service from a visual catalog (large cards, icons)
Click 2: fill in a minimal form (address, phone, power)
Click 3: confirm submission

Inclusive UX design

Designed specifically for older users, accounting for how they perceive information.

Large fonts and high-contrast colors for people with reduced vision
Plain wording instead of bureaucratic terms ('Connect your home' instead of 'Technological connection of the facility')
Minimal form fields (address autofill, dropdowns instead of manual input)

Interactive branch map

The map shows the nearest utility office if the customer wants an in-person consultation — with address, phone and opening hours.

Personal account with tracking

The customer sees the application status in real time: Received → In progress → Done. Email notifications at each step via Yandex SMTP.

Received — the application is registered in the system
In progress — a manager is reviewing it
Done — the service has been delivered

Admin panel

The company's managers process applications through a convenient back office with filters by region, date and status. Bulk operations (sending notifications, Excel export). Management of services, branches and documents.