Senapt Limited (Tomato Energy) | 1 month
Energy Switching Tracker
Helping customers understand their energy journey
After hunting down backend engineers to map a process no one fully understood, I built a customer-facing tracker that replaced reactive 'we'll email you' communication with proactive self-service, saving CS from a lot of anxious phone calls.
Impact & Results
Real time
Transparent journey
1
Magic link
Customer
Self-diagnosis tool
1
Source of truth
+15 System States
Translated backend states like into human language
Self-error diagnosis
Customer has autonomy to understand their journey
1 Magic Link
From unreliable email system to just one click
Key Contributions
Understanding the Market
- Researched UK energy market as non-UK resident
- Customer service couldn't help—directed me to backend team
- Got technical flow diagram that meant nothing to customers (nor me)
- Verdict: ''No one knows the full picture''
Built foundational understanding from scratch
Translation & Mapping
- Translated backend states into human language
- Noted two distinct customer paths: smart vs traditional meters
- Simplified and categorised errors into 3 large groups: application, switching, technical
- Got re-familiarised with Tomato's playful brand assets and tone
Created comprehensive error taxonomy and journey maps
Design & Prototype
- Designed mobile-first tracking interface
- Built interactive prototypes for both journey types
- Created loading animations with bouncing tomatoes
- Documented micro-interactions for brand personality
Complete journey prototypes covering all error scenarios
Handoff & Launch
- Got stakeholder approval
- Prepared comprehensive documentation
- Handed off to future frontend team
- Returned to main project
Clean handoff with animation specs and edge case documentation
Solutions Delivered
- Application — "We've received your switch request"
- Switch Initiation — "Your current supplier has been notified"
- Approval — "Good news! Your switch is approved for [date]"
- Meter reading — "Collecting data! Your first bill will be issued by [date]."
- Completion — "Welcome! You're now on Tomato"
Solutions Delivered
- Smart meters: Automated reading collection, fewer manual steps
- Traditional meters: Clear callouts when manual readings were required
Solutions Delivered
- Application errors: Wrong MPAN, incorrect address, missing information
- Switching errors: Debt objections, contract disputes, supplier blocking
- Technical issues: Meter access problems, database mismatches, system failures
Design Process
- User-Centered Design
- Iterative Design Process
- Cross-functional Collaboration
- Stakeholder Engagement
- Phased Design Implementation
Deliverables
- Design Documentation
- Developer Handoff Assets
Role
Product Designer at Senapt Limited (Tomato Energy)
1 month