More than 1.2 million retail and residential customers in the Arizona state rely on energy-related services provided by Arizona Public Service (APS).
In early 2018, APS launched a Customer Experience Improvement initiative with the goal to improve overall customer service and satisfaction.
While APS provides services for customers across the state of Arizona, research and surveys proved the website to be hurting the customer experience by making it difficult for users to complete key tasks, affecting customer satisfaction.
As part of the APS Customer Experience Improvement initiative, APS wanted to take this opportunity to improve ALL of their customer digital touch points.
This resulted in the project being broken down into three distinct tracks:
I was one of three UX designers on this project. I was heavily involved in two of the three tracks:
Between February and March 2017, the APS’ new customer information system, Customer Care & Billing (CC&B), went live. The new system made a huge negative impact on customer satisfaction and the volume of calls received in the Customer Call Center.
Our interviews with the different users and stakeholders exposed the need for content to be easily findable, regardless of what type of customer you are.
Customers revealed they need the following to improve overall website satisfaction:
Redefine the navigation and optimize the customer dashboard to create an experience that support the customer in completing self-service tasks such as Pay bill or Enroll into payment programs.
In addition, it is crucial that all action feedback possibilities is considered to give peace of mind to the user when it comes to their bill.
Navigation issues identified during customer interviews:
With the issues identified during the customer interviews and usability testing, the solution for the redesigned navigation need to address the following questions:
"How can we create a consistent navigation system for residential and business customers?"
"How is information different on the public website versus logged in?"
As we define the new information architecture of the entire APS website, we must account for:
One of the features of the APS website is the account dashboard when the customer logs into their online account. The dashboard should anticipate customer needs by providing valuable bill information and assist them into self-service.
The redesigned dashboard is strategically divided in 2 sections of information:
The dashboard need to show the customer the following current bill information:
This entire project was slated to be launched in March 2019. However, it has been delayed to Fall 2019 to ensure SiteCore and CC&B system success.
Since Vertic’s contract ended in November of 2018, we entered another Design Support contract in December of 2018 and ended in July 2019.
I worked closely with system engineers and the following designers:
UX Director: Stacey Wu Eggimann
UX Designer: Fiona Baudner
Visual Designers: Conrado Colnaghi, Kenji Tomita, & Ben Nusbaum