Hola, I'm Tania!

Utility dASHBOARD redesign

PG&E sought to provide tools that empower their customers to manage their utility needs via their online dashboard. The ask was to redesign key elements of the existing residential, solar, and business online dashboard to guide users to self-service tools and reduce the number of consumer center calls.

Team

Design Director

UX Designer

UX Designer II

Data Designer

Program Manager

Role: UX Designer II

Responsible for creating systems and frameworks to organize information and help users understand how solutions and services will work and behave over time. Accountable for contributing, defining, and executing visual design language throughout the project.

IMMERSION

We conducted 10 in—person interviews with stakeholders from all involved business groups and customer care centers. Through these, we inquired about their respective customer dashboard experience to gather feedback and learn about their vision for the future. We also learned about how their consumer base used the dashboard and improvement opportunities.

In parallel, we collected and analyzed web behavior & click-through data, as well as call center data to discover user intent and commonly used tools.   e took these learnings and reimagined the dashboard to create an action based structure to help customers self-diagnose and identify solutions to common customer service issues.

EXPERIENCE THEMES

From this immersion research we gathered overarching themes for the experience and primary user goals for each business.

Create Frictionless Interactions

Enable easy-to-use interactions for customers to manage their life with PG&E by consolidating information and streamlining tasks.

“Business customers have various accounts. How they can pay them all at once?

Be contextually aware 

Allow the customer to rely on PG&E to support them as their energy needs start, change, and evolve. The experience should be able to anticipate changes to prevent customer inquiries. 

“During peak move seasons, we should be bubbling relevant services such as start of service, school address validation, etc.”

Inform Customers for the Future 

Show a customer their usage and rate information in an actionable manner that empowers them to better plan their consumption and track spending patterns.

“For all our Solar customers, we want to emphasize the balance (True-up) in all of our interactions. What it is, when it’s coming, and how much it will cost.”

WORKSHOPS

We hosted a series of 3 design workshops, one for each business, to tackle the most pressing user scenarios generating call volume. For these, I generated artifacts and design exercises to help us understand processes and tease out what information was most valuable to the users. 

CONCEPT & ITERATION

We generated sketches of different iterations of the dashboards to quickly test information architecture and discover various concepts for the dashboard.

Once the structure was aligned on, we moved to wireframes. This allowed us to gain insight from the client as early as possible by surfacing any usability concerns to be solved before moving into higher fidelity. 

PROTOTYPE & TEST

Once the mocks were finalized, I generated Invision prototypes for all 3 dashboards. These were tested by a 3rd party agency in 3 locations. This allowed us to confirm some of our hypothesis and gather feedback on elements that needed to be improved. 

REFINE & DELIVER

We refined the comps and prototypes, given the testing results, and delivered a set of high fidelity mocks, annotated documentation, dashboard diagrams, redlines, and a style sheet tracking the visual component updates.