UX / Product Design
A customer-facing portal for a utilities organisation that improves transparency across complex connection journeys and reduces reliance on manual communication.
Role
Lead UX Designer
Duration
6 months
Impact
40% less support calls
TOOLS
Figma, Visio, Co-Pilot
01.Overview
This project focused on improving the digital experience for large, complex customer connection journeys within a utilities organisation. Customers managing long-running, high-value projects had limited visibility into progress and relied heavily on phone calls and emails for updates.
The goal was to introduce a customer-facing portal supported by internal workflows to improve transparency, enable self-service, and reduce customer calls and emails to consultants by providing a clear, reliable view of project information.
02.The Challenge
Connection projects can span months and involve multiple stakeholders. Without visibility, customers experienced anxiety and frustration, leading to increased support calls and reduced satisfaction.
03.The Solution
We designed an intuitive portal that provides real-time visibility into connection status, milestones, and next steps:
•
Visual timeline showing connection journey progress
•
Document management and automated notifications
•
Self-service options for common queries
•
Integrated messaging for support teams
04.Impact
40%
Reduction in support calls
87%
Customer satisfaction score
2k+
Active portal users
I would love to share more details about this project,
so please reach out if you would like to see the full details!
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