Improving user experience and services for an award-wining Greentech company

The Spanish company ABORA designs and manufactures the most efficient hybrid solar panels in the market. As a first step of their scaleup strategy, we worked with the marketing team to map the different user experiences and services they offer in Spain.

Our approach

The starting point was the customer. We defined personas to understand customers’ and users’ needs, pains and purchase behaviors. We mapped their experience with the company, which helped to highlight the critical steps or touchpoints in their journeys. A service blueprint was then designed to visualize organizational and service processes that can be improved.

Outcome

The workshops gave a comprehensive understanding of ABORA’s service and the underlying resources and processes that make it possible. We identified marketing and communication actions that worked well or failed in Spain.  This picture allowed us to build a preliminary set of recommendations to improve their customer experience and organizational processes.

ClientAboraServiceService designYear2020Linkabora-solar.com

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