Client
Enel
Year
2023
Overview
Market
B2B · Global
Industry
Utilities
Duration
3 years
Team
5 designers, 50+ stakeholders
Challenge
Enel needed a scalable, multi-country framework to support 160+ services across 9 markets with accessibility compliance.
Role
UX/UI Lead & Design Systems Owner; Designed a scalable framework for 160+ services across 9 markets, leading UX/UI for app and client web with two design systems meeting the European Accessibility Act Standards.
Impact
Drove App Store rating from 1.4 to 4.7 stars for 100 million clients and enabled rapid rollout across 9 countries.
App Store
🇧🇷 Enel Brazil
🇪🇸 Enel Spain (Endesa)
🇮🇹 Enel Italy
Context
What does Enel do?
Enel powers everyday life for tens of millions: clean electricity 💚, smart grids ⚡️, and utility services & products through apps for homes 🏠, businesses 🏢, and cities 🌍.
Problem
System Fragmentation
Our digital ecosystem was fragmented: each app ran on its own design system and separate technology providers (Accenture vs. NTT Data).
This created
Inconsistent UX,
Slowed rollouts, and
Blocked scaling across 9 markets.
Before & After
Before
Customers had to juggle separate logins to manage their utilities which eroded trust and usabilty.
After
Homeowners & companies have one view: bills, usage, see trends, save money.
💡 We surfaced the right information up front so people could complete actions faster.
Execution challenges
3 years, 50+ people
It took 3 years of hard work with a team of over 50+ people across 3 different countries.
Timeline: 2021-2023
Execution challenges
Large Scale Management
One big hurdle was managing such a large scale project.
Solution:
💡 We sequenced complexity into shippable chunks by mapping and prioritizing the services.
Execution challenges
Sign-off Hurdles
The hard part wasn’t screens. It was validation. 🕵🏻♂️ Every word, flow, and user notice got microscope‑level 🔬 scrutiny, and most of our time went to Legal, Service, Business, and IT 🖋️ sign‑offs.
Solution:
💡 Setting a rule: feedback in writing first, calls for decisions, not discovery. Video call time cut in ½ and drops got shipped on time.
Validation sessions were made for decisions, not discovery.
Design System
Each rollout built on the last. Every new release raised quality and consistency, while helping drive up ratings.
Global 1.0
Spain 2.0
Italy 3.0
Brazil 4.0
Governance
Each new localised component was labeled with a badge:
Spain 2.0
Italy 3.0
Brazil 4.0
Accessibility by design
Inclusion was native, not an add‑on. From the first component, the design system was future‑proof for the EAA.*
*European Accessibility Act 2025
Impact
1️⃣ Unified 9 apps into one system — ending inconsistent UX, slow rollouts, and blocked scaling. (Execution + scale)
2️⃣ 160 services in one place — bills, energy usage and trends surfaced upfront so people finish tasks quicker. (User impact)
3️⃣ Satisfaction turn around — app store rating rose from 1.4 to 4.7 after the redesign. (Business impact)
Lessons Learned 🧘♂️
01
Priority frameworks make huge projects manageable
Breaking 160 services into a Service Priority Matrix gave us focus. Instead of drowning in complexity, we knew what to build first and could phase the rest with confidence.
02
Start global, adapt local
Our design system worked because it began with a strong global core, then flexed for each market’s needs. That balance kept us consistent across 9 countries while still meeting local rules and customer habits.
