Vattenfall
Hyper-personalized AI services for sustainable living
Summary
An AI and Innovation Strategy trajectory that took Vattenfall from ambition to a validated, high-fidelity vision for hyper-personalized customer experiences.
Vattenfall wanted to establish a 3-year vision, roadmap, and validated customer experience for a new AI-enabled hyper-personalized proposition. We partnered with them across three intensive phases, from a multi-stakeholder ideation workshop to research, prototyping, and C-suite alignment, mobilizing cross-departmental teams to start executing on the strategy.
Services
Industry
The Challenge
Moving from ambition to a concrete, actionable AI strategy for sustainable energy services, fast.
Vattenfall wanted to establish the 3-year vision, roadmap, and validated customer experience for a new AI-enabled hyper-personalized proposition. As the energy sector transforms, they needed a partner to help them imagine, validate, and plan for a future where AI enables truly personalized services for sustainable living.
Problem 01
No validated AI vision or roadmap
- ▪Ambition for AI-enabled personalization but no structured path
- ▪No shared definition of what hyper-personalization means at Vattenfall
- ▪Lack of alignment across departments on priorities
- ▪Unclear which AI opportunities were desirable, feasible, and viable
Problem 02
Cross-functional complexity and siloed thinking
- ▪Multiple departments with different needs and perspectives
- ▪No shared forum to explore and prioritize AI concepts
- ▪Customer, partner, and employee needs not yet mapped
- ▪C-suite buy-in required before any execution could begin
The Approach
We ran an AI and Innovation Strategy trajectory with Vattenfall. Each phase built on the last, moving from collective vision to user-validated prototype to C-suite alignment.
01
Collective visioning and ideation
A multi-stakeholder ideation workshop with 15+ cross-functional Vattenfall teams, dreaming about the future of sustainable energy services and generating six service proposition concepts.
02
Research, prototyping, and user validation
Full service blueprinting across six propositions, followed by high-fidelity prototype development and testing with real users to validate the 3-year vision and value proposition.
03
C-suite alignment and delivery planning
In-person Show and Tell sessions with all senior stakeholders and C-suite, using video and storytelling assets to seed the strategy throughout the entire company and secure commitment to execute.
01
Stakeholder Workshop
3-day virtual ideation session with 15+ cross-functional Vattenfall teams, dreaming about the future of sustainable energy services.
02
Concept Ideation
Six service proposition concepts sketched out, from hyper-personal energy advice to sustainable investment platforms and personalized carbon roadmaps.
03
Service Blueprint
Full Engine Service Blueprint mapping 6 service propositions, each with AI elements, customer interactions, data exchange, and business value indicators.
04
Hi-Fi Prototype
High-fidelity app prototype built and tested with real users, including a Show and Tell for the full C-suite to align on the validated product direction.
Impact
A validated strategy and delivery plan, ready for cross-departmental execution across four mobilized teams.
Validated 3-Year Vision
High-fidelity prototypes captured the vision and value proposition for Vattenfall's AI-enabled hyper-personalized customer experience, tested with real users and ready for execution.
Concrete Delivery Plan
Prototypes validated and a delivery plan defined, giving leadership the confidence to commit resources and begin executing across the organization.
Teams Ready to Execute
Vattenfall mobilized cross-departmental teams across design, engineering, data science, and infrastructure to start executing on the 3-year customer experience vision.
“The blueprint and the summary video are amazing. This helps us a lot when it comes to internal engagement. I'm very happy with all the results and deliverables.”
Program Manager Engine, Vattenfall
Methods
A collaborative strategy and design approach, from collective visioning through validated prototyping to executive alignment.
AI strategy
Facilitation
Ideation workshop
Stakeholder mapping
Service design
Service blueprint
Journey mapping
User research
Concept design
Prototyping
UI / UX design
User testing
Storytelling
Video production
C-suite presentation