Sunrun

Sunrun is a leading American provider of residential solar energy. Door to door sales are currently the primary method for recruiting new customers. Onboarding a new solar customer is a lengthy process involving many steps which need to be completed in order.

Our challenge was to design a software platform to be used by Sunrun Sales Reps in the recruitment and onboarding of new customers. This solution needed to provide a guided experience for setting up new customers with the right solar solution for them. Our main goals were to guide Sales Reps on tasks to be done and provide customers with the information to understand the benefits of solar energy for their home, and enable them to tailor the right solutions for their needs.

Customer Profile navigation

The navigation on customer profiles organizes the information Sales Reps need to collect into clear sections: Account, Property, Utility, Offers, and Appointments. These tabs are laid out in the order in which the information is typically collected. Navigating between these sections allows Sales Reps to record and view key data about the customer they are working with.

Account Progress Bar

The account section contains many tasks for the Sales Rep to complete. To guide Sales Reps, we divided these tasks into six segments reflective of key moments in the process for getting customers set up with their new solar system.

The progress bar is filled as tasks are completed. When the Sales Rep completes a segment, the progress bar automatically moves to the next segment, and new tasks specific to that segment are displayed. Additionally, each segment has a unique image to further orient Sales Reps as to where they are in the process.

Quick Actions Panel

A quick actions panel was designed to help Sales Reps with completing high level tasks. The panel has three different states which are displayed based on what phase the sales process is in. These states are:
Pre Sale: Involves upfront information gathering, credit check, and customer preferences
Validation: Includes an onsite survey and verification of installation viability
Sales: Represents the finalizing paperwork such a permits required for installation

As states are completed, the next stat will appear. Sales Reps can toggle between the current and any competed states to view the steps in each state.
Green checkmarks appear when a task has been completed. Some tasks have prerequisite and will remain un-selectable until the previous required tasks are completed.

 Guide Sales Reps on jobs to be done

A primary goal was to guide Sales Reps through the tasks that they need to complete so that it would be clear to them what tasks were remaining, and needed to be done next. Some of the features we introduced to help achieve this goal include:

• Establishing top navigation for the main sections of information that need to be gathered. 

• Account progress bar with sub-steps which are dynamically checked off. 

• Quick actions panel which allows Sales Reps to see what tasks have been completed and which are outstanding. 

• Confirmation page before launching offer builder which allows Sales Reps to complete any unfinished tasks. 

• Overview page before going into Checkout to finalize the agreement.

Provide Customers with the information to understand the benefits of solar energy for their home, and enable them to tailor the right solutions for their needs.

Although Sales Reps are the primary users of this platform, they will be collaborating with customers to collect required information and find the right solar solution for the home. So, in designing the Sales Platform, we also considered how to best communicate with customers how the installation of solar panels will impact their home, and guide them to find the best solution for their needs and desires.

• Providing a quick link to the customer presentation which explains the benefits of solar energy and how this particular customer could see their utility bill impacted.  

• Offerbuilder tool which enables Sales Rep to walk customers through offer bundles and make the right selections for them.

•  iHD tool where customers can preview their design and understand what their projected energy production and offset will be.

 Guide Sales Reps on jobs to be done

A primary goal of this work was to guide Sales Reps through the tasks to be done to get customers set up with the home solar system. This includes collecting data about the homeowner, the property, the currently energy usage, and customer preferences. This information is used to create offers for the customer and ultimately get the solar system installed.