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Boots
Sainsbury’s
BT
Indeed
Tesco
Emaar
Post Office
Damac
DEWA
Shell
Haleon
Carrefour
The Dubai Mall
Aramtec
KAEC
Betterhomes
Federal Tax Authority
Rivoli
Sharjah
Boots
Sainsbury’s
BT
Indeed
Tesco
Emaar
Post Office
Damac
DEWA
Shell
Haleon
Carrefour
The Dubai Mall
Aramtec
KAEC
Betterhomes
Federal Tax Authority
Rivoli
Sharjah

DEWA
Consumer Platforms

Redesigning utility services across mobile, smartwatch, and smart TV for millions of UAE residents.

Client
Dubai Electricity & Water Authority
Platforms
Mobile Apple Watch Smart TV
Services delivered
UX Design UI Design Design System Prototyping

DEWA needed a unified customer experience across a fragmented set of digital touchpoints — bringing bill payments, meter readings, and account management into one consistent system spanning mobile, wearable, and Smart TV.

The challenge

DEWA serves millions of Dubai residents, businesses, and government entities across a sprawling set of digital channels. Customers managed complex tasks — bill payments, meter readings, account management — across mobile, smartwatch, and smart TV, but each platform had grown independently, creating inconsistent experiences at exactly the moments that mattered most.

As part of Dubai's wider smart-city initiative, DEWA needed these touchpoints to feel like one coherent service, not three separate products.

Our approach

We mapped the existing digital ecosystem end to end, identifying pain points across every platform and aligning improvements with DEWA's smart-city goals. Rather than designing each app in isolation, we built a shared design language that could flex across screen sizes.

Cross-functional collaboration, usability testing, and prototyping ensured the experience stayed consistent and intuitive from a glance on a smartwatch to a lean-back experience on Apple TV.

A unified, multi-platform experience — a refined mobile app, a smartwatch companion, and a smart TV interface, all built on shared design system foundations.

Each platform was designed for its context of use. The mobile app streamlined high-frequency tasks — bill payments and meter readings — into clear, fast flows. The smartwatch app surfaced glanceable account information and alerts. The Apple TV experience reimagined utility management for the living room with a simplified, lean-back interface.

Shared design system elements kept the experience coherent across all three, while wireframes, prototypes, and user research documentation gave DEWA's teams a clear foundation to build and maintain the platforms going forward.

Outcomes

22%
App adoption
Contributed to a 22% increase in active mobile app users following UX/UI improvements.
15%
Cross-platform engagement
Contributed to 15% growth in smartwatch and smart TV app usage by optimising multi-device experiences.
30%
Task completion
Contributed to a 30% reduction in failed or abandoned transactions through clearer navigation and flows.
4.5/5
Customer satisfaction
Contributed to achieving a 4.5/5 average rating across app stores post-redesign.
25%
Support reduction
Contributed to a 25% decrease in service-related support calls by making common account tasks easier to self-serve.
17%
Efficiency gains
Contributed to reducing average time to pay bills and submit meter readings by 17% through streamlined interactions.

Projects shown include live work, pitch deliverables, and design produced as part of embedded or collaborative engagements. Some work was completed as part of a wider team. Deliverables reflect the scope and direction at the time of engagement — the live experience may have since changed, launched in a different form, or not proceeded to production. All brand assets and trademarks shown remain the property of their respective owners and are displayed here for portfolio reference only.

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