My Role
Lead Experience Designer, UX Research, Workshop Facilitation, Prototyping.

The Team
Project Manager, Front End Developer, Technical Architect, Account Manager, Content Strategist.

Scope
iOS & Android apps with an MVP feature set.

Guiding Principles

We’re your neighbor – friendly, knowledgeable and helpful.

We are capable, caring and confident in moments that are out of the customer’s control, like power outages. We are informed and helpful in moments where customers need guidance, like signing up for new services.

We must be persistent in maintaining focus on the customer at every evaluation and decision point for the mobile app asking: 

1. Have we designed for the customer?

2. Is this simple to use?

3. Will this be useful?

4. Is this the best solution for the majority of our customers?
   

Provide customers with the experience they want and expect

Friendly - Trustworthy and reliable
Knowledgable - Understanding and human
Helpful - Secure and transparent

Account Overview

Contextual Cards

The account overview screen is the first screen users interact with when using the app. Contextual cards on this screen provide a targeted experience that quickly connects users to the services they need. Following our guiding principals, we designed the contextual cards to contain brief but informative content with a friendly and knowledgable tone.

Energy Usage

Data visualization

One of the main questions received by the call center is “Why is my bill so high?”. A user can interact with their data to understand trends in their energy usage. Peeking above the fold, we designed insight cards to summarize the data with easy to understand copy.

Billing & Payments

Billing Breakdown

Users were often confused by the breakdown of their energy bill resulting in frustration and distrust. By simply providing a clear labeling structure and easy to understand summary, users better understood the make-up of their total charges.

Outages

Reporting an Outage

There were many pain points in the original user journey of reporting an outage. One being the amount of unnecessary information the user was required to provide before officially reporting. By working closely with the client and technology team, we were able to re-design their reporting flow to only include to most important information so a user can report an outage in 2 easy steps.

Experiencing an outage in your home is an extremely inconvenient and sometimes dangerous moment. Similar to an ordering service like Uber Eats, we wanted to provide users with timely and meaningful updates through a series of notifications so they know what is happening behind the scenes every step of the way.

The Process

Modernizing legacy software 

Where we began…

After prioritizing core MLP features with the client, I began the design process by creating a high-level app flow to gain consensus around navigation.

Continuous Formative & Summative Usability Testing

The solution was designed hand in hand with the client’s customers through extensive user testing with over 1000 participants, which translated the voice of their customers into a new digital experience.

This project was structured around four 4-week design sprints that included formative tests on weeks 2 and 3, ending the final week of the sprint with a summative test. The formative tests allowed for rapid iteration and continuous feedback on our wireframes, while the summative tests allowed for a more refined approach using tappable prototypes with applied look and feel.

The Results

Download the app:

iOS

Android

After launching to beta users, the client has reduced service response time, allowing their employees to help customers faster, driving trust and customer retention.

1,500 users acquired

400 mobile app payments processed

30% converted to paper-free billing

0 incidents reported by customers

Involvement

As the UX strategist and lead experience designer I owned the design production and feedback for the team by acting as a bridge between product design, technology, and business goals. While actively working on the designs myself, I had the pleasure of leading a talented team of designers through the lifecycle of a project in order to meet the highest standards for usability and design.