01
The problem
Enexis serves millions of customers. In MIKA, different systems, processes and user groups come together that rely on dependable digital support every day.
Users worked with large amounts of information, different ways of working and dependencies between teams. The chain processes were complex, the experience wasn't consistent everywhere and the cognitive load was high.
02
What I found
The knowledge needed to do the work well lived mostly in people's heads, not in the system.
Analysing user processes and operational workflows showed how much employees relied on specialist knowledge and their own ways of working. That made the work error-prone and hard to hand over. The design had to build that knowledge into the flow itself.
03
Choices and trade-offs
Handling exceptions step by step
A request with exceptions shows every reason as a step, such as business partner, EAN correction and duplicate request. Employees see where they are and what's left.
Only move on when it's right
Employees confirm the right choice per row. Only when everything is handled does the button to the next exception become active, and a completed row turns green.
Always able to go back
A previous exception can be reopened at any time, so people keep working without fear of losing anything.
The same patterns everywhere
Tables, accordions, statuses and buttons work the same throughout MIKA, based on the Mendix design system in Enexis branding.
