** These are some of the exciting projects that I got to work on in the past year or so while working at Vertic. In the time of putting together my portfolio, these sites were in mid-development, so I had to cover-up the branding with mock logos and content, but the information on the companies are completely factual.
You can find it live here.
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Arizona public service
Founded in 1885, A publicly traded utilities company that generates electricity to over 1.2 million business and residential customers. They’ve reported an annual revenue of $3.7 billion in 2018. We built a product and website that would serve many different users ranging from internal employees to the very people who consume electricity on their day-to-day.
What I did:
UI / Visual Design
Team:
Design Director - Conrado Colnaghi
Senior Designer - Kenji Tomita
UX Team - Stacey Wu / Anna Deu / Fiona Baudner
Strategy - Kim Plesner / Joycelyn Chen
Development - Infosys
Year:
2018 - 2019
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Project Objectives:
Improve Transactions - Provide an easy user experience with the focus on improving the key self-service areas.
Build Trust - Create a consistent experience through the entire platform and implement verification on key areas.
Build Relationships - Increase engagement by providing educational and user driven content.
problems:
Weak Navigation - 80% of the call center activity is related to areas that the current site already have the functionality and content for.
Failed Transactions - On average, 1 million failed transactions on the current site per year.
Lack of Trust - Lack of consistency between the current site and call center messaging causes confusion and little rapport.
Solution:
Create a consistent, intuitive and seamless digital experience to reduce call activity and increase customer satisfaction.
How'd We Get There:
Research method - Reviewing brand materials and conduct interviews with key stakeholders.
Stakeholder Journey - User journey’s helped us better understand the key external stakeholder’s needs.
Defining Personas - The two main categories were residential users and business users.
The sub-categories of users were:
• The Disengaged - Rarely look at bills or interact with the site.
• Green Space - Tech advanced and care for energy efficiencies.
• Non-Tech - Retired or unemployed.
• Multiple Account Holders - Have multiple structures (i.e- garage) on one property.
• Businesses - Hold multiple varying accounts, higher complexity.
Design System:
All of the projects that I’ve worked on at Vertic were structured based on the Atomic Design Methodology. Instead of creating pages, we created systems that were scalable across all digital mediums and platforms. I helped the team define the rules and guidelines for what then became part of the global process. While working on a system helped us internally, it also had a tremendous impact on how we communicated with development. By simplifying the approach, we were able to dissect every aspect of the design and also create a common language.
Mobile App
Android - iOS
Approach:
The product phase of this project had its challenges, but the bedrock was already established making those challenges easy to tackle. The system we created for web translated over to product seamlessly.
Takeaways:
Being it was my first digital project I was able to dive into all facets of the process; from strategy to UX. Luckily, I was also able to design the app which helped strengthen the system we built and introduced me to product design. Collaborating with a third-party development company taught me to that effectively communicating with-in team members helped me come up with solutions for development challenges.