Solar Academy

Discovery

• Many customers felt confused after purchase. They didn’t know when installation would happen, who would contact them, or what steps came next.
• Data showed high support ticket volume and frequent post-purchase phone calls about installation status.
• Customer interviews revealed frustration during the “silent period” between purchase and installation.
• Mapped the post-purchase customer journey to uncover communication gaps between sales, operations, and installation teams.
• Researched competitors and top brands for guides on "getting started". (Tesla, Airbnb)
• Research on best practice UX/UI for these types of pages.

Solution Validation

• Collaborated with marketing, support, and installation to design a unified Getting Started flow on the website.
• Rapid creation through existing components.
• Introduced clear categories, installation phases, document downloads, and customer action points.
• Added educational content explaining how solar, batteries, and EV chargers work together.
• Included step-by-step guides for downloading and using the Svea Solar app.
• Tested prototypes with new customers to ensure comprehension and usability.

Impact

• Support tickets related to installation and onboarding dropped by ~40 %.
• App downloads and activations increased by ~30 %.
• Customers reported higher satisfaction and confidence in post-purchase surveys.
• The added educational content also boosted organic SEO visibility.

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Reflection

• Learned that clarity and transparency build trust in complex systems.
• Educational onboarding doesn’t just reduce friction — it empowers users with understanding.
• To test and validate quickly using existing components.