Utilities
Cloud
Experience Design Study for Power/Utility
- Operator and co-owner of the largest nuclear plant and generator of carbon-free electricity in the US
- 130+ years in business
Business Need
- Improve customer experience on digital platforms (website, mobile apps, and digital tools)
- Improve J.D. Power Customer Satisfaction ranking
- Establish strong Experience Design practices
- Address critical customer experience pain points
- Prioritized and Agile Usability Improvement Program
Challenge
- High website bounce rates within key user journeys
- 30% of call center calls around starting/ stopping and moving services
- Lack of tools to track user activity
- No holistic framework to focus on User Experience-driven performance metrics
- Limited insight into user behavior to enhance experience
Solution & Results
- Projected decrease in website load time ranging from 470ms – 11.7s
- Enhance performance and usability – mobile communication improvement and web chat integration
- Leverage user behavior for insights – implement JavaScript-based user activity tracking
- Improve task completion throughout site navigation – streamline images, UI element redesign to drive call-to-action results, and JavaScript-based modeling tool
- Reduce visual and interactive friction to renew online trust – visual completion cues, customer testimonials, simplified content, and improved flow