Dominion Energy (SCANA Corporation)
Easy account management sent satisfaction soaring.
Ancient, limited account-management functionality frustrated users.
How We Helped
We made aggravating tasks as pain-free as possible with the right features.
User Research involved hands-on experience with users, stakeholders, and data.
User-Led Personas, Direct Observation, Paper Prototype Testing, Card Sorting
Business Goals unite with specific user needs.
Digital Product Review, Stakeholder Discussion, Customer Interviews and Observation, Analytics
The Way Forward
The current account management system is not keeping up with modern users’ expectations. Start over with user-focused actions behind the login.
Create an experience so easy that even dreaded tasks feel like a breeze.
To the Point
This guiding statement targets the root of the problem.
Definition and Design that could only belong to this business and these users.
Testing with real customers removed any questions for a successful launch.
The Final Product positioned the organization as a user-focused industry leader.
Results prove the value of continuously implementing a cohesive UX strategy.
Reversed Negative Site Perception
Many users began favoring online bill pay over other payment options.
New Online Energy
A month after launch, site metrics had already surged dramatically.
Top Customer Satisfaction Scores
Scores for interactions in the new experience ranked higher than ever before.
Digital Service Attribute Report
Opportunities for Exploration
Less hassle with basic tasks pushed users towards more advanced online features.
- #1 Industry Usability, Southern Region E-Source
- # 7 Industry Usability, United States E-Source