A New Approach to Energy Services
Electricity, water, gas and heating: ESB’s services support individuals and businesses in many aspects of everyday life. The new website was designed to make this diverse offering easy to navigate and information quick and simple to find. The focus was on intuitive user guidance and an information architecture tailored to the needs of different target groups.
Together with ESB, Arcmedia developed the new website, covering everything from strategy and concept development to UX/UI design and technical implementation. In addition to the Drupal relaunch, the project included the integration of an outage reporting tool and the development of a heating cost calculator. The result is a website that combines the energy provider’s information offering with practical digital services.
Together with ESB, Arcmedia developed the new website, covering everything from strategy and concept development to UX/UI design and technical implementation. In addition to the Drupal relaunch, the project included the integration of an outage reporting tool and the development of a heating cost calculator. The result is a website that combines the energy provider’s information offering with practical digital services.
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The User Experience
Private individuals, business customers and employees in sales or customer service all have different information needs. The new menu structure takes these into account, providing tailored access to ESB’s products and services. An integrated tool also provides information about current and resolved service disruptions.
The heating cost calculator is a particularly useful digital service. Users can check whether their property is located within an existing or planned district heating network by entering their address. After providing details about their current heating system, they receive a non-binding estimate of heating and connection costs, as well as potential subsidies. The estimate can be downloaded as a PDF or submitted directly to ESB along with a consultation request. The ESB team then gets in touch to discuss the individual situation and assess the feasibility of a connection. This way, the calculator provides an initial cost estimate while seamlessly leading into personalised consultation.
The heating cost calculator is a particularly useful digital service. Users can check whether their property is located within an existing or planned district heating network by entering their address. After providing details about their current heating system, they receive a non-binding estimate of heating and connection costs, as well as potential subsidies. The estimate can be downloaded as a PDF or submitted directly to ESB along with a consultation request. The ESB team then gets in touch to discuss the individual situation and assess the feasibility of a connection. This way, the calculator provides an initial cost estimate while seamlessly leading into personalised consultation.
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The Technology
The website is built on Drupal, an open-source content management system (CMS). ESB wanted to retain ownership of the solution’s source code. Choosing an open-source technology met this requirement and provided the foundation for the new website.
Arcmedia developed the heating cost calculator in collaboration with geoimpact AG. The website collects user input and transmits the required data to the partner, where the relevant calculations are performed. The resulting values are then sent back to the website and displayed directly within ESB’s online presence. This integration connects the user interface with the external calculation logic.
Arcmedia developed the heating cost calculator in collaboration with geoimpact AG. The website collects user input and transmits the required data to the partner, where the relevant calculations are performed. The resulting values are then sent back to the website and displayed directly within ESB’s online presence. This integration connects the user interface with the external calculation logic.
“We are delighted with our new website. Arcmedia provided expert support throughout the project and handled changes with ease. The project was delivered on time and within budget. Thank you for the excellent collaboration!”
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Luca Beuret, Energie Service Biel/Bienne
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The Challenge
The contract with the previous agency was coming to an end, making a fixed launch date essential for the new website. At the same time, the requirements defined in the original specification had to be reviewed and adapted to actual needs as the project progressed.
Arcmedia and ESB followed the Scrum methodology, continuously reviewing and prioritising requirements together. For example, an originally planned integrated shop was dropped when it was no longer considered relevant. Rather than sticking rigidly to the initial scope, the team adapted the functionality to evolving needs. Agile development and pragmatic collaboration were key to the project’s success, which was shaped by numerous adjustments and joint decisions throughout implementation.
Arcmedia and ESB followed the Scrum methodology, continuously reviewing and prioritising requirements together. For example, an originally planned integrated shop was dropped when it was no longer considered relevant. Rather than sticking rigidly to the initial scope, the team adapted the functionality to evolving needs. Agile development and pragmatic collaboration were key to the project’s success, which was shaped by numerous adjustments and joint decisions throughout implementation.
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The Result
The new website went live in April 2026, on schedule and within budget, following an implementation period from November 2025 to April 2026. It brings ESB’s services together in a structure tailored to different target groups. The heating cost calculator allows users to explore potential connections and estimated costs online before requesting a consultation.
A measurable result can be seen in the year-on-year comparison in Google Analytics 4. In September 2026, the average engagement time per active user reached 1 minute and 57 seconds, representing a 66% increase compared to September 2025. This indicates that users spent more time actively engaging with the website during the comparison period.
A measurable result can be seen in the year-on-year comparison in Google Analytics 4. In September 2026, the average engagement time per active user reached 1 minute and 57 seconds, representing a 66% increase compared to September 2025. This indicates that users spent more time actively engaging with the website during the comparison period.
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Services
We supported ESB throughout this project with the following services:
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Energy for the Biel Region
Energie Service Biel/Bienne is an independent municipal company owned by the City of Biel. ESB supplies the region with electricity, water, gas and heating, and provides services in telecommunications and electric mobility. Its offering also includes district heating networks that use local energy sources and support the continued development of the region’s energy supply.
