PROJECT OVERVIEW:
A complete digital transformation for one of the country’s largest power utilities. The power utility was looking to creative an innovative digital single platform experience for commercial customers to manage enterprise accounts. Through a multi-phased approach consisting of discovery workshops, user research, user testing, design and development we brought our client into the digital space and opened the doors for them to be a leader in their industry.
MY ROLE:
Lead UX Designer
THE CHALLENGE:
The challenge was to transform the business by translating multiple customer facing legacy and outdated non-digital processes like paper billing and paper form based annual compliance, spanning numerous business units into a single cohesive digital multi-device platform that includes mobile and desktop.
THE SOLUTION:
Creating an enhanced digital version of the existing processes including enterprise account management, online billing, and compliance- providing increased operational efficiency and improved customer experience.
THE ENGAGEMENT
Leading in person workshops with key stakeholders to understand personas and create user journeys
After COVID, transitioning to virtual workshops with the client, utilizing LUMA Design Thinking Methodology and MURAL
We often conducted whiteboarding sessions with key stakeholders to ideate on MVP functionality and future state features
I started as a UX designer on the project and later transitioned into the XD (experience design) lead for the account. During the discovery phase, we held multiple design thinking workshops in person with the client to gather information about the current processes and needs of the users. We dug into existing user personas and created key user journeys. We then created a design sprint plan to focus on different areas of the designs in one week-long sprints focusing on the homepage, billing, compliance and admin components of the site.
CREATING WIREFRAMES AND KEY JOURNEYS
During the week long design sprints, I would lead requirement gathering sessions with our BA and work closely with the visual designer to create screens that met the needs of our users. We conducted weekly user tests with 5 to 7 users each week and iterated on our designs based on the feedback both from the client and from users.
This has resulted in multiple extensions of the project, and strong client relationship. We ended up engaging with this account from a design perspective for over two years (over 6M in revenue). We have built our designs on Sitecore- both desktop and mobile responsive layouts and have conducted additional design thinking workshops (virtually due to the pandemic) in order to expand into other areas of their business. The platform we have designed is used by large and small businesses, not-for-profit organizations, community-owned electric systems and rural electric cooperatives and government entities throughout one of the largest states in the Northeast.
CORE SCREENS
I collaborated with our visual design team and oversaw their work in order to elevate our screens from wireframes to pixel perfect visual designs that encompassed the look and feel of the brand. A main focus was to ensure data on the screen was shown in a way that reflected importance/hierarchy on the screen for users.
The Dashboard- custom widgets would display based on permissioning and user type. This provides an easy jumping off place for core features of the site.
Online billing- users have the ability to log in and pay bills as well as view payment history and a detailed breakdown of cost.
Analytics Dashboard- this provides high level insights to C-Suite Executives to allow them visibility into activity across customers within the site. Metrics range from account usage, online payments, and organizational engagement.
Compliance- customers are able to fill out a stepped process to show they are compliant for the year.
Energy Project Management- allows customers to see all ongoing projects they have and the status of each. Action can be taken to assign tasks to users and updates are made in real time.
Energy Dashboard- shows high level metrics for different projects and loans that are existing for the projects as well as new opportunities in the pipeline and a schedule of project completion.
