The Brief

THE BUSINESS CASE

Reduce customer phone calls by 90% by providing a self-service application for their customers. Frontier utilities would like to redesign their current mobile app (which currently has a 1.3 review on the app store) that ultimately allows their customers to manage their service needs.

SCOPE OF WORK

Focus would be exclusive for the iOS app version and the residential customers of Frontier Utilities. This design excludes Android App, desktop and web portals, as well as customers with multiple accounts.

CONSTRAINTS

Quality must exceed existing product. Final deliverable should showcase frontier as a top-tier option for their electricity needs among power companies
Must be ADA compliant

Research

USER INTERVIEWS

Interviews were conducted to gain insights into the experience customers had with their electricity provider and what they felt was lacking from their service.
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User interview script color coded to identify common themes

IDENTIFYING COMMON NEEDS AND GOALS

Customers felt a need for autonomy when it came to reviewing their account services. Contacting customer service was the last thing they wanted to do, however, they still expressed that it was important for them to be able to do so when necessary.
In total, 7 categories were created based on the responses from the interviews that would act as the basis for the redesign of the mobile app.

Diagram of grouped responses based on similarity from the interviews

GAUGING THE COMPETITION

Using a set of heuristics, I analyzed how other companies were solving for these similar problems to identify the good and bad.
In general, both of my evaluations revealed the use of iconography and data visualization. However, they were difficult to interpret causing confusion and friction.

Screen shots of other utility company apps marked up for analysis

"If I could do everything online without having to deal with someone, that would be my preference"

Ideation

STORIES, FLOWS, & SKETCHES

I like to break each one of my stories into written task flows to define the steps a customer would take to accomplish their goal. These task flows allow me to focus on ideating and iterating only on the necessary features that are relevant to the customer.

Sketches for "Send A Message"

Sketch iterations for "Send A Message"

Sketches for "Guided Tour"

Sketch iterations for "Support" screen

WIREFRAMES

After evaluating my sketches and notes, I selected the sketches that I believed would be most effective based on the users task and goals.
I prepared the wireframes for each user story using Sketch and continued to evaluate them with my team.

Wireframe of the "Send A Message" screens

Wireframe of the "Guided Tour" screens

Wirerame of "Login" Screens in collaboration with Carol Tai, UX/UI Designer

Wireframe of "Support" screen in collaboration with Daniel Aragon & Afekhide Ojebuoboh, UX/UI Designers

To be continued...

This is currently an ongoing project so make sure to check back for the grand finale of this case study.