Energy Renovation
The Energy Renovation project at Leroy Merlin Italy created a 360° ecosystem to guide customers through sustainable renovations. I designed a master journey and digital tools, simplifying incentives and workflows, enhancing customer experience, and enabling scalable solutions across Europe.
Year :
2024
Industry :
Retail & Services
Project Duration :
8 month
Client :
Leroy Merlin Italy
My role :
UX UI Lead Designer
Service Designer
Context :
In response to the EU’s “Renovation Wave” initiative (2020), Leroy Merlin Italy set out to create a full-service offering that would guide customers through complex energy renovation projects—from understanding incentives to executing multi-intervention works (e.g., heating, insulation, solar). The ambition was to position LMIT as a reliable partner in sustainable living.
Business Goal :
The project's primary aim is to construct a versatile 360-degree ecosystem that empowers LM to deliver a diverse spectrum of services to its clients. It begins by focusing on energy efficiency incentives and proficient partner management. The overarching goal is to elevate the customer experience and provide services tailored to meet a wide range of large-scale customer needs. Moreover, this ecosystem is not restricted solely to energy efficiency incentives but is also designed to seamlessly accommodate future incentives.
My Mission :
In this project, I acted as a UX Designer with extended leadership responsibilities, shaping the overall experience strategy while coordinating multiple stakeholders to ensure alignment across Business Units.
Defined and structured the Master Journey, aligning business goals, regulatory requirements, customer needs, and collaborator workflows.
Facilitated cross-BU collaboration to ensure a coherent and scalable end-to-end experience.
Led the design of key digital touchpoints for customers and internal teams, simplifying complex operational processes.
Contributed to experience principles and strategic decisions to guarantee consistency across tools and services.
Methodology :
To bring the Master Journey to life, I followed a collaborative and iterative design process grounded in research and co-creation. I worked closely with business stakeholders, service owners, and technical teams to define user needs, pain points, and service logic.
A key part of the methodology involved cross-country collaboration with other Leroy Merlin Business Units, including France and Portugal, to co-design a global journey adaptable to different regulatory, cultural, and operational contexts across Europe. This ensured that the UX strategy was scalable and future-proof, aligning local needs with a unified European vision.
Our approach included:
Stakeholder interviews and KPI alignment
Co-design workshops for user flow mapping
Market and competitor benchmarking
Scenario definition for both customer and collaborator journeys
Iterative testing and refinement
Solutions :
To meet this challenge, we:
Ran co-design workshops to define service logic and identify friction points
Conducted market benchmarking to align with best practices
Mapped detailed user scenarios for both customers and collaborators
Designed a suite of tools:
A web simulator to evaluate energy class and guide decision-making
A CRM-integrated craftsman app to digitize inspections and paperwork
Clear, accessible landing pages and forms to simplify complex flows
All digital assets were developed using the Mozaic Design System to ensure consistency and accessibility.
My Impact :
Translated complex regulatory and operational needs into clear user journeys
Reduced operational inefficiencies by digitizing core workflows (e.g., technical inspections)
Advocated for user-centric decisions in every step—from incentives logic to UX copy
Helped position Leroy Merlin as a trusted player in energy renovation, contributing to award-winning innovation and successful service implementation
Energy Renovation
The Energy Renovation project at Leroy Merlin Italy created a 360° ecosystem to guide customers through sustainable renovations. I designed a master journey and digital tools, simplifying incentives and workflows, enhancing customer experience, and enabling scalable solutions across Europe.
Year :
2024
Industry :
Retail & Services
Project Duration :
8 month
Client :
Leroy Merlin Italy
My role :
UX UI Lead Designer
Service Designer
Context :
In response to the EU’s “Renovation Wave” initiative (2020), Leroy Merlin Italy set out to create a full-service offering that would guide customers through complex energy renovation projects—from understanding incentives to executing multi-intervention works (e.g., heating, insulation, solar). The ambition was to position LMIT as a reliable partner in sustainable living.
Business Goal :
The project's primary aim is to construct a versatile 360-degree ecosystem that empowers LM to deliver a diverse spectrum of services to its clients. It begins by focusing on energy efficiency incentives and proficient partner management. The overarching goal is to elevate the customer experience and provide services tailored to meet a wide range of large-scale customer needs. Moreover, this ecosystem is not restricted solely to energy efficiency incentives but is also designed to seamlessly accommodate future incentives.
My Mission :
In this project, I acted as a UX Designer with extended leadership responsibilities, shaping the overall experience strategy while coordinating multiple stakeholders to ensure alignment across Business Units.
Defined and structured the Master Journey, aligning business goals, regulatory requirements, customer needs, and collaborator workflows.
Facilitated cross-BU collaboration to ensure a coherent and scalable end-to-end experience.
Led the design of key digital touchpoints for customers and internal teams, simplifying complex operational processes.
Contributed to experience principles and strategic decisions to guarantee consistency across tools and services.
Methodology :
To bring the Master Journey to life, I followed a collaborative and iterative design process grounded in research and co-creation. I worked closely with business stakeholders, service owners, and technical teams to define user needs, pain points, and service logic.
A key part of the methodology involved cross-country collaboration with other Leroy Merlin Business Units, including France and Portugal, to co-design a global journey adaptable to different regulatory, cultural, and operational contexts across Europe. This ensured that the UX strategy was scalable and future-proof, aligning local needs with a unified European vision.
Our approach included:
Stakeholder interviews and KPI alignment
Co-design workshops for user flow mapping
Market and competitor benchmarking
Scenario definition for both customer and collaborator journeys
Iterative testing and refinement
Solutions :
To meet this challenge, we:
Ran co-design workshops to define service logic and identify friction points
Conducted market benchmarking to align with best practices
Mapped detailed user scenarios for both customers and collaborators
Designed a suite of tools:
A web simulator to evaluate energy class and guide decision-making
A CRM-integrated craftsman app to digitize inspections and paperwork
Clear, accessible landing pages and forms to simplify complex flows
All digital assets were developed using the Mozaic Design System to ensure consistency and accessibility.
My Impact :
Translated complex regulatory and operational needs into clear user journeys
Reduced operational inefficiencies by digitizing core workflows (e.g., technical inspections)
Advocated for user-centric decisions in every step—from incentives logic to UX copy
Helped position Leroy Merlin as a trusted player in energy renovation, contributing to award-winning innovation and successful service implementation