The assignment was to develop a new customer portal for the 2.2 million customers of the energy supplier Engie, improving the customer experience and predictability. Developed a new information architecture for the customer portal and supervised the UX design. 

Facilitated design sprint workshops for identified customer journeys. Was responsible for the realisation of prototypes and a consistent user experience and design system to achieve the desired user experience. Stakeholder management and promoted the design thinking approach for customer-oriented design within the organisation.

This resulted in a design for Engie Belgium's customer portal with solutions for the biggest bottlenecks such as unexpected costs on the annual final bill. For these unexpected costs, Niels developed a concept where customers gained proactive insight into their consumption and could receive advice about the amount of instalments.