It’s surprising how little service design is discussed in the context of public utilities like water, gas, and energy. In fact, well-documented cases in the literature are scarce. This oversight is puzzling, especially considering these are some of the most common services globally, used daily by most people.
I suspect this lack of attention stems partly from the highly technical nature of these services. The professionals who structure them often have technical backgrounds and rarely focus on design.
Another contributing factor could be the strict regulation in many countries, particularly in Latin America, which often limits the perceived scope for innovation.
At Blaster, we’ve had the privilege of collaborating with three of Latin America’s largest utility providers. We gained deep insights into energy trading services, learning how they operate in countries like Colombia, Brazil, and Peru, as well as the United States, Spain, England, and Italy. It’s a truly fascinating world.
Something as seemingly mundane as energy-which we use constantly and often take for granted (until we need it or pay the bill)-is underpinned by vast knowledge, complex technical systems, and dense, often hard-to-understand regulations. Ensuring this service functions properly is vitally important for any country.
A Sector in Constant Transformation
The way energy is generated, calculated, transported, and sold varies drastically from one country to another. In some places, the energy provider is assigned based on location, with no option for users to choose or negotiate. In contrast, in other countries, companies actively compete for customers, offering innovative pricing models and systems to attract and retain them much like the mobile phone market.
Many countries are in the midst of transitioning from one model to another or have recently done so which alone brings significant market disruptions and fertile ground for innovation.
All of this is happening at a time of rapid technological advancements that are directly impacting the sector. The rise of alternative and renewable energy sources is crucial in a world facing a climate crisis. We’re betting on decarbonization, but many questions still remain:
- How do we redesign energy commercialization services in a world where anyone can be a producer?
- If I install solar panels and generate surplus energy, do I sell it to the central grid or to my neighbors? And how is that managed?
- How is that energy measured and accounted for?
- How will these new systems coexist with the energy sold by large companies?
- How do we strengthen access to energy in remote, rural, or low-income communities?
- How do we ensure that electric mobility becomes a solution and not just a new problem?
Challenges and Opportunities for Design in Public Services
These are complex questions, and the world is functioning as a continuous test lab, with many developments underway. For many designers, this topic may seem distant and difficult. Designing a website or a chair sounds, of course, more manageable than redesigning public services. And yet, I assure you, this sector urgently needs us.
It needs creative minds capable of transforming current dynamics and reducing the friction users experience. We need electricity bills that are easy to understand. We need apps that people actually want to use. We need to empower users to better understand their rights, explore more options, and exercise their decision-making power to save and act more effectively.
It’s unfortunate that so many of us live as mere “subscribers” to these services, accepting whatever is offered to us. We pay increasingly high bills without even understanding them. What other option do we have live without electricity?
I dream of service design becoming a powerful tool for change and progress in this sector returning power to people, improving their experience, and enhancing their ability to make informed decisions. Let light reach more homes, let’s use more renewable energy, consume more efficiently, and save more.
Let’s find the means. Let’s be part of the solution.
