Con Edison, New York’s energy provider partnered with Wunderman Thompson to transform and modernize their customer experience. Alongside the Creative Director, I led the team that redesigned their sites and apps for a mobile-first audience, innovated their services, and evolved their brand identity. We shifted millions of customers from traditional contact points (like the call center) to digital self-service channels which customers preferred. Over 60% of all transactions are now completed digitally, up from 20% before it launched.
Best User Interface
Con Edison had two primary goals for their new digital presence. Help customers help themselves through self service features while routing them away from costly call centers and to educate customers on easy and tactical ways to reduce their energy usage that would drive down their monthly bill and in turn reduce stress on the energy grid..
Our friendly landing page reflects these dual goals, by combining clear visual hierarchy and simple to understand language to navigate users to self-service features such as pay your bill and start service.
We also surfaced non-transactional content about energy consumption and efficiency.
We created a dashboard that prioritized the right information at the right time and leveraged personalization to make the dashboard feel fresh and relevant for the customer's task at hand. We paired monthly insights with tactical solutions on how to save money through partnership deals and behavioral insights.
We created a user-friendly mobile app that like the website, prioritized and elevated the most important tasks for customers, like bill payment and energy usage.
With the rollout of the new website and redesigned dashboard we needed to onboard our customers to the new experience. We created short form teaser videos to announce the change and explain the most important new features to our customers.