Case Study — 2025

IBERU
/ Iberdrola

Enterprise UX evaluation and redesign for an internal customer management platform used daily by thousands of Iberdrola support agents.

UX/UI Designer
Iberdrola
Enterprise UX
Scroll
Overview

IBERU is an internal enterprise platform used by Iberdrola customer service agents to manage contracts, customer data, offers, interactions, incidents, alerts, and operational workflows. The project combined heuristic evaluation, UX research, and interface redesign to improve operational efficiency across a highly complex enterprise ecosystem.

"A design where every detail
guides, simplifies and elevates
the user experience."

Challenge

Simplifying complexity
without losing functionality.

The existing platform contained inconsistent navigation, overloaded interfaces, fragmented interactions, poor search experiences, and unclear information hierarchy. Because agents use it daily, these usability issues directly impacted efficiency, cognitive load, onboarding speed, and customer service quality. The challenge was not cosmetic — it was systemic.

My Role
  • Heuristic Evaluation 01
  • UX Audits & Research 02
  • User Interviews 03
  • Workflow Analysis 04
  • Navigation Redesign 05
  • Information Architecture 06
  • Enterprise UI Redesign 07
  • Mockups & Prototypes 08
The platform before redesign
IBERU — original platform screen before redesign

The original IBERU interface — fragmented navigation, visual overload, weak hierarchy and high cognitive load affecting agent productivity daily.

Key Problems

What was
broken.

The heuristic evaluation, user interviews, and workflow analysis surfaced eight critical usability failures affecting agent productivity and operational quality every single day.

01
Navigation inconsistencies
Different modules behaved differently and lacked a unified navigation structure, making orientation difficult for agents.
02
Poor information hierarchy
Too many elements competing for attention — agents couldn't quickly identify what was critical.
03
Inefficient search
Search flows required too many fields and interactions, directly slowing down operational tasks.
04
Visual overload
Excessive visual noise and too many simultaneous actions increased cognitive load and reduced focus.
05
Weak interaction consistency
Buttons, colours, icons, and actions followed no clear logic across modules, creating confusion.
06
Poor readability
Content lacked spacing, hierarchy, and prioritisation — enterprise data was difficult to scan quickly.
07
Low alert visibility
Critical operational notifications were not surfaced proactively — agents missed important signals.
08
Unclear form affordance
Input fields and editable areas were not visually distinguishable enough, reducing discoverability.
Customer Record — Redesigned
IBERU — ficha cliente redesigned on iMac
Customer record — renewed hierarchy, prioritised information, visible actions Iberdrola × Accenture Song · 2025
UX Strategy

Reduce load.
Surface what matters.

The redesign strategy focused on reducing cognitive load while maintaining the full operational complexity required by enterprise workflows. The goal: simplify navigation, improve discoverability, accelerate task execution, and surface the most relevant information first — without removing a single critical function.

01
Simplified global customer search with autocomplete
02
Unified navigation structure across all modules
03
Consistent interaction patterns and component system
04
Improved information hierarchy and visual prioritisation
05
Proactive alert and notification surfacing
06
Cleaner enterprise UI system — reduced saturation
07
More accessible and discoverable form components
08
Optimised content layouts for fast operational scanning
09
Better key action visibility and CTA hierarchy
10
AI-assisted recommendations for customer support agents
Offer Management — Redesigned
IBERU — offer management screen redesigned on MacBook
Offer detail view — clear hierarchy, structured data, visible actions Iberdrola × Accenture Song · 2025
Process

Evaluate,
research, redesign.

A rigorous research-led process — from heuristic evaluation to redesign proposals — with close technical collaboration to ensure every improvement was viable within the existing platform architecture.

01
Heuristic EvaluationAudit & Friction Mapping
Full heuristic evaluation of the existing platform — identifying navigation inconsistencies, visual overload, interaction failures, and usability gaps across every module.
02
UX ResearchInterviews & Workflow Analysis
User interviews and contextual observation sessions with operational agents. Service Safari methodology proposed to validate findings in real working environments.
03
Strategy DefinitionUX Priorities & Direction
Based on research findings, defined a clear UX strategy focused on cognitive load reduction, navigation unification, and proactive information surfacing.
04
Redesign ProposalsMockups & Exploration
Interface explorations validating new navigation models, simplified dashboards, search improvements, consistent interaction patterns, and notification systems.
05
Technical CollaborationFeasibility & Implementation
Technical feasibility analysis and implementation estimations for each proposed improvement — ensuring solutions remained realistic within the platform's existing architecture.
Customer Search — Redesigned
IBERU — customer search screen redesigned on iMac
Customer search — simplified flow, fewer fields, faster task execution Iberdrola × Accenture Song · 2025
Outcome

UX as
infrastructure.

The project identified critical operational failures and proposed a redesigned experience focused on clarity, efficiency, consistency, and faster decision-making — rethinking how enterprise users navigate, search, and complete tasks inside a complex operational ecosystem.

01
8 critical problems identified
Heuristic evaluation and research uncovered systemic usability failures affecting daily agent productivity.
02
10 UX improvements proposed
From search simplification to AI-assisted recommendations — each solution technically validated for feasibility.
03
Navigation rethought end-to-end
Unified structure replacing fragmented module behaviour — reducing orientation time and cognitive friction.
04
AI integration explored
Conversational AI concept designed for live customer interactions — contextual, non-intrusive, and operationally relevant.
Wipöp / Openpay
Wipöp / Openpay
Wipöp / Openpay
→