PROJECT OBJECTIVE //
Recommend improvements to the online utilities experience.

Power strip in on position with 5 items plugged in and 3 outlets unused

PROJECT GOALS //
Identify and prioritize pain points among utilities customers. Provide a digital customer experience that empowers customers to use online self-service. Reduce call center volume so representatives can focus on more time-intensive cases.

RESEARCH METHODS //
Remote stakeholder and customer in-depth interviews. Desk research on client data and different navigation models. Affinity mapping and synthesis of Dscout input as well as client workshop concepts.

Saucepan on gas stove top burner with steam rising above

RESEARCH METHODS //
Remote stakeholder and customer in-depth interviews. Desk research on client data and different navigation models. Affinity mapping and synthesis of Dscout input as well as client workshop concepts.

MY ROLE //
Service and interaction designer. Analyzed audio from in-context user interviews at a utilities call center. Screened Dscout candidates, moving them forward in the Dscout tool. Monitored Dscout missions, sending reminders and answering participants’ questions. Analyzed and highlighted frustrations in Dscout videos and audio, which led to research themes. Mapped participants into a customer mindset quadrant.

OUTCOME //
Held concept share-out and creation session with stakeholders at our in-studio war room. Presented research readout with journey posters and digital experience recommendations to 20+ stakeholders. Concepts and journeys were moved forward to the design and develop phase, helping the functional and development teams prioritize their work.

Second of four light bulbs in a row traditional-shaped LED bulb with plastic base
Third of four light bulbs in a row cone-shaped outdoor bulb

Fourth of four light bulbs in a row miniature LED bulb for recessed lighting

Projects are white-labeled in agreement with non-disclosure agreements. Please reach out to me if you want to talk about them in greater detail. Illustrations are my own.