Energy Bill Management Service

Project Type

End-to-end product design project for Shopify Core Platform

eCommerce website front-end development and UX Research.

Contribution

- User Research

- Stakeholder interview

- Wireframing

- High-fidelity prototype

- CSS/HTML prototype

My role

UX Designer

Lead Front-end Developer

Outcome

Rolled out 100% globally 🎉

Target users

+ 10K Online users

Duration

9 weeks

Energy Bill Management Service - Ravi Nakum | Ravi Nakum

My Role

As a lead UX designer in this project, my role was twofold:
1. Introduce a UCD approach in the service business unit, using research, design, and testing by running design sprints.
2. Plan, execute, and present day-to-day tasks including wireframes, prototypes, UT, and weekly showcases to stakeholders.

The Opportunity

One of the biggest call drivers is unexpected high bills. When customers receive a high bill they don’t expect or understand, they get angry/frustrated and switch retailers. The goal of this project was to reduce calls and churn and increase confidence and engagement of the customers with their monthly gas and electricity consumption.

The Solution

Based on existing marketing research, SMS/email notification was noted as potential solution for this problem. To validate this, we created a set of WF and prototypes that:
1. Send usage graph/consumption via SMS/email.
2. Send the predicted bill amount via SMS/email.
3. Make usage data easy to access online.

* All information in the projects are my own and does not necessarily reflect the views of respective companies. All the projects complies to the NDA