About 15 years ago, the term base-of-the-pyramid was coined to define the huge untapped market of those 4 billion people worldwide, who live on less than 2 USD a day. With the introduction of mobile phones, a major touchpoint recently came to life, providing great opportunities to design exciting services and leapfrog the classic development path. This article shares evidence from ongoing research about applying service design in the off-grid energy sector in low-income markets. - By using concrete examples, three tactics are put forward that promote customer experience in an engineering-driven organization. The full Touchpoint article is accessible for a small fee at the service design network.