TECO Energy

A customer engagement & billing platform that provides pre-built modules to future proof the utilities against the future demands of technology and system integration.

Goal & Strategy

Create an Interactive Billing Experience to help better inform customers on their energy usage by offering personalized insights and recommended actions to empower customers to make decisions.
A customer driven approach, utilizing the iterative method  which provides flexibility allowing the team to repeat different sections of the process to create and validate the best outcome for the customer.

Solution

The Interactive Billing Experience serves to help customers further understand their bill, its individual charges, and ongoing energy use while directing them online for personalized insights and additional action.
Leveraged TECO’s current design system to create initial designs for the experience, which resulted in efficiencies to the workflow.

Process - Design & Research

Collaborated with the UX designer, provided past workshop experience to assist in the development of the Interactive Billing Workshop and supported creating the finalized activities.
Co-facilitated a virtual workshop with cross-functional  team members and engaged with client stakeholders during the session to extract tangible insights that were integrated into the re-design.
Low to high fidelity designs - Defined the User Interface Designs through wire-framing and user flows, and validated it through visual surveys. Created multiple flow cases of the Interactive Billing experience, from concept to visual design, providing detailed use cases, all within Adobe XD. Utilized comprehensive personas to identify user needs that was utilized and developed throughout the design process.
Quantitative Surveys - Utilized quantitive surveys to validate designs and understand pain points within the design progression. Enhanced and finalized the Interactive Billing High Fidelity designs, applying stakeholder feedback and keeping consistency across all versions and edge cases.Translated raw data from the Interactive Billing Surveys into a research output deck for client review.