The Problem
The existing customer experience was outdated and non-digital. Important processes like billing and completing annual compliance for numerous business units were still being done on paper based forms.
The Solution
The new account center makes it easier for customers to do daily tasks and other complex process' such as enterprise account management, completing compliance, checking bills, making payments, getting answers to their questions or contacting help. This responsive platform increases operational efficiency and improves customer experience which helps maintain their competitive position in the market.
Client
One of the largest power suppliers in the country.
Users
Customers of our client include large and small businesses, not-for-profit organizations, public power systems, government agencies and other private utilities that resells their power.
Key Screens
Click the images below to expand the size to see more details.
Dashboard
A custom layout of widgets based on user type giving a holistic look of accounts and gives access to the main tools of the site.
Billing
A new and modern way to tackle billing. A user can pay a bill, review a detailed list of charges and view previous payments.
Compliance
A multi-stepped process to complete the yearly compliance. These steps and fields are custom to the customer and business segment they belong to. Here they can enter data, add supporting documents or view historical compliance submissions.
Energy Services
Customers can keep a close eye on ongoing projects and follow their journey to completion. As an admin, you get access to an analytics dashboard for more in depth data and a preview of future projects.
Analytics Dashboard
C-Suite executives can use this dashboard for an overview of how the site is being utilized to better improve engagement and narrow focus of site education and marketing.
Project Roadmap
View all milestones in a project and the status of each using Sharepoint. Data can be uploaded from Excel files for current, previous and future years.
Design
Programs Used: Sketch and Invision
Design Team: 1 UX designer, 1 Visual Designer, 1 summer intern & design oversight positions in the beginning of the project
Digital Modernization - Through a multi-phased approach consisting of discovery workshops, user research, user testing, design and development we carefully rethought how things were currently being done and brought our client into the digital space.
Consistent Project Extensions - Throughout the two years of the project, our team consistently delivered work that exceeded the expectations of the client and we sold multiple phases of the project expanding our planned work with them multiple times.
A Focus on Usability - With the UX team, we created screens that fit in with the existing company style guide. A main focus was to make sure our content heavy screens that included complex data was easy to consume for the users.
Branding and Styling - Bill payments often get into 6 figured sums. We wanted to ensure the site looked trustworthy and was branded in the clients style.
User-Centric Approach - The process was created to be intuitive for people that weren't used to doing their work on digital solutions.
Responsibilities
- Continued where the first designer left off and created new pages of the application that fit the existing look and feel.
- Led all the visual design work on the project by creating the final designs for new pages and presented proposed changes or new screens to the client weekly.
- Expanded the designs to over 16 distinct sections without any visual oversight for the majority of the project.
- Assisted in a design thinking workshop and then helped create and design a readout deck.
- Implemented changes on pages created before I started on the project. I continued to improve the designs by recommending new ways of laying out content and overall styling.
- Maintained two InVision prototypes totaling over 640 screens and states. (desktop and mobile)
- Helped manage a summer intern that allowed us to get double the visual design work done a week.
- Assisted the development team with any clarifications, extra icons or design specs they needed.
- Led a design QA every sprint on the new and existing pages to insure they were as close to the designs as possible.
- Created a series of micro Interactions to help bring the application to life and support key interactions.
Key Outcomes - (Last updated Summer 2022)
The client has kept track of metrics in three areas, engagement, payments and compliance. There has been a steady increase in platform usage resulting in a savings in time and resources.
Micro Interactions
I also created a series of micro interactions for this project. --->