EDF Energy

Iterating EDF Energy's website for millions of customers worldwide

Website design

App design

Client

EDF Energy

Industry

Energy

Year

2023

During a period of surging customer demand and team shortages, TOBY/CARPENTER worked with EDF Energy to strengthen and scale their digital experience. From redesigning critical user journeys to refining their design system, we helped ensure millions of customers could access the support and tools they needed — fast.

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The Problem

EDF Energy was facing a perfect storm: record-breaking customer growth, rising energy prices, and a shrinking internal team. With a sharp rise in support enquiries and government schemes to communicate, the need for a seamless, scalable digital experience became urgent. The challenge was clear — maintain a high-quality user experience across web and app while delivering fast, meaningful improvements to core journeys.

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The Solution

Over six months, TOBY/CARPENTER embedded with EDF’s internal product and design teams to help streamline and evolve key parts of the digital experience across their desktop site and app. This also included contributions to design system improvements and prototyping user journeys across app and web. Every solution aimed to empower users, ease operational pressure, and support EDF’s wider goals of accessibility, clarity, and customer trust.

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