When we talk about service design, we rarely think of public services like water, gas, or electricity (known in English as utilities). Yet these are some of the most common services worldwide and an essential part of our daily lives.
Curiously, there are few documented case studies about this sector in design literature. Why? Mainly because of the high technical complexity and strict regulation that often limits innovation especially in Latin America.
At Blaster, we’ve had the privilege of collaborating with three of the leading public service companies in the region. Specifically in the energy commercialization sector, where we’ve explored models in Colombia, Brazil, Peru, the United States, Spain, the UK, and Italy. What we discovered is a fascinating world full of challenges that demand new design solutions.
A Sector in Constant Transformation
Every country manages its energy services differently:
- In some, the energy provider is automatically assigned based on your location.
- In others, users can choose between competing companies that offer better rates and services similar to the mobile phone market.
Today, many countries are transitioning to more competitive models, opening up vast opportunities for user experience innovation.
At the same time, we’re witnessing an unprecedented wave of technological advancements:
- Alternative and renewable energies are gaining prominence.
- The climate crisis is driving the need for more sustainable solutions.
- Consumers can now produce their own energy at home posing new challenges for service design.
Key Questions for Designing Energy Services
All of this is happening in an era of rapid technological change that directly impacts the sector. The growth of alternative and renewable energy is crucial in a world facing a climate crisis. We aim for decarbonization, but many questions remain:
- How do we redesign energy commercialization services when anyone can now generate energy?
- If I install solar panels, how do I sell excess energy to the grid or my community?
- How is shared energy measured and managed?
- How do we ensure access to energy in remote or low-income areas?
- How do we guarantee that electric mobility is a true solution and not a new obstacle?
Design Opportunities in Public Services
These questions represent huge opportunities for designers. It’s not just about redesigning interfaces, it’s about improving the user experience in services that impact millions of lives every day.
Some of the most urgent challenges:
- Making energy bills easier to understand
- Designing apps that genuinely help users manage their consumption
- Empowering users to know their rights and options
- Promoting energy savings and renewable use
Today, far too many users passively accept what’s offered: They pay without understanding their bills. They don’t explore other options. They feel trapped.
As designers, we can change that. We can help ensure that
- More homes gain access to energy
- More renewable energy is used
- Consumption is optimized
- Users save more
- People regain their decision-making power
Conclusion: The Future of Design in Utilities
Public service design is a field full of challenges but also of opportunities.
We need more designers to get involved, question the status quo, and drive creative solutions. I dream that service design in this sector will become a powerful tool for progress giving power back to the people, improving their experience, and enabling them to make informed decisions. Let the light reach more homes. Let’s use more renewable energy. Let’s make our energy use more efficient and help people save more.
Let’s find the way. Let’s be part of the solution.
