Exelon
Commercial Customer Utility Dashboard
Commercial Customer Utility Dashboard
Commercial Customer Utility Dashboard
A redesign aimed towards modernizing the bill payment and account management experience for our large customers.
Tools: Figma, Miro
Length: 4 months+
A redesign aimed towards modernizing the bill payment and account management experience for our large customers.
Tools: Figma, Miro
Length: 4 months+
A redesign aimed towards modernizing the bill payment and account management experience for our large customers.
Tools: Figma, Miro
Length: 4 months+
Study Overview
Study Overview
Study Overview
Background & Context
Background & Context
Background & Context
The large commercial customer dashboard is used on a daily basis by thousands of companies, managing thousands of clients and residences.
Upon joining the team, the redesign was already in progress. However, to dig further into our customers' lived experiences, we conducted 9 user interviews to find their deepest pain points when managing their accounts
The large commercial customer dashboard is used on a daily basis by thousands of companies, managing thousands of clients and residences.
Upon joining the team, the redesign was already in progress. However, to dig further into our customers' lived experiences, we conducted 9 user interviews to find their deepest pain points when managing their accounts
The large commercial customer dashboard is used on a daily basis by thousands of companies, managing thousands of clients and residences.
Upon joining the team, the redesign was already in progress. However, to dig further into our customers' lived experiences, we conducted 9 user interviews to find their deepest pain points when managing their accounts
Background on Ongoing Redesign
Background on Ongoing Redesign
Background on Ongoing Redesign
Old Design
Old Design
Old Design
Prior to the beginning of the redesign and my joining of the team, there was the baseline version of the dashboard. For the most part, this is the user interface that most commercial customers still experience on a daily basis.
Prior to the beginning of the redesign and my joining of the team, there was the baseline version of the dashboard. For the most part, this is the user interface that most commercial customers still experience on a daily basis.
Prior to the beginning of the redesign and my joining of the team, there was the baseline version of the dashboard. For the most part, this is the user interface that most commercial customers still experience on a daily basis.
Old Dashboard
Old Storm Mode
Inspiration & References
Inspiration & References
Inspiration & References
One of the key priorities before redesigning the commercial customer dashboard was ensuring the residential design remained up to date.
Much of the inspiration for the commercial customer experience was drawn from the residential side, as shown here comparing the deprecated residential design and the current state of the redesign.
One of the key priorities before redesigning the commercial customer dashboard was ensuring the residential design remained up to date.
Much of the inspiration for the commercial customer experience was drawn from the residential side, as shown here comparing the deprecated residential design and the current state of the redesign.
One of the key priorities before redesigning the commercial customer dashboard was ensuring the residential design remained up to date.
Much of the inspiration for the commercial customer experience was drawn from the residential side, as shown here comparing the deprecated residential design and the current state of the redesign.
Residential Dashboard (Deprecated)
Redesigned Commercial Dashboard
Inspiration & References
Inspiration & References
Inspiration & References
However, while the residential design addressed many needs of our commercial customers, it didn’t cover everything.
To fill those gaps, we developed and tailored several specific use cases—such as business portals and property management portals—designed to better serve our commercial users.
Additionally, to gain deeper insights into customer pain points and real-world experiences, we conducted user interviews to identify key areas for improvement.
However, while the residential design addressed many needs of our commercial customers, it didn’t cover everything.
To fill those gaps, we developed and tailored several specific use cases—such as business portals and property management portals—designed to better serve our commercial users.
Additionally, to gain deeper insights into customer pain points and real-world experiences, we conducted user interviews to identify key areas for improvement.
However, while the residential design addressed many needs of our commercial customers, it didn’t cover everything.
To fill those gaps, we developed and tailored several specific use cases—such as business portals and property management portals—designed to better serve our commercial users.
Additionally, to gain deeper insights into customer pain points and real-world experiences, we conducted user interviews to identify key areas for improvement.
User Interviews
User Interviews
User Interviews
Background & Context
Background & Context
Background & Context
We have an existing design foundation and some core functionalities in place for our commercial customers, but there are still important gaps.
The overall goals of this research are to:
1.) Gain feedback to help influence our future ideas and designs.
2.) To better understand our customers' lived experiences.
3.) To assist businesses in all of their energy needs.
4.) Start and continue an engaging conversation with our customers about their pain points.
We have an existing design foundation and some core functionalities in place for our commercial customers, but there are still important gaps.
The overall goals of this research are to:
1.) Gain feedback to help influence our future ideas and designs.
2.) To better understand our customers' lived experiences.
3.) To assist businesses in all of their energy needs.
4.) Start and continue an engaging conversation with our customers about their pain points.
We have an existing design foundation and some core functionalities in place for our commercial customers, but there are still important gaps.
The overall goals of this research are to:
1.) Gain feedback to help influence our future ideas and designs.
2.) To better understand our customers' lived experiences.
3.) To assist businesses in all of their energy needs.
4.) Start and continue an engaging conversation with our customers about their pain points.
Methodology & Metrics
Methodology & Metrics
Methodology & Metrics
During these user interviews, there was a total of…
9 customers interviewed
4 industries reached
3 OpCo's (utility companies under Exelon) participated
During these user interviews, there was a total of…
9 customers interviewed
4 industries reached
3 OpCo's (utility companies under Exelon) participated
During these user interviews, there was a total of…
9 customers interviewed
4 industries reached
3 OpCo's (utility companies under Exelon) participated
Areas of Focus
Areas of Focus
Areas of Focus
When creating the interview facilitation guide, we centered our focus on the following key areas:
Outages
Emergent & Planned Outages, Outage Notifications, Account Manager Involvement
Manage Energy Usage
Past/Present Program Discovery & Enrollments
Manage My Account
Accessing "My Account", New Account Setup, Billing
Methods, Usage Tools
Utility Satisfaction
Past/Present Account Manager Experiences, Utility Satisfaction
When creating the interview facilitation guide, we centered our focus on the following key areas:
Outages
Emergent & Planned Outages, Outage Notifications, Account Manager Involvement
Manage Energy Usage
Past/Present Program Discovery & Enrollments
Manage My Account
Accessing "My Account", New Account Setup, Billing
Methods, Usage Tools
Utility Satisfaction
Past/Present Account Manager Experiences, Utility Satisfaction
When creating the interview facilitation guide, we centered our focus on the following key areas:
Outages
Emergent & Planned Outages, Outage Notifications, Account Manager Involvement
Manage Energy Usage
Past/Present Program Discovery & Enrollments
Manage My Account
Accessing "My Account", New Account Setup, Billing
Methods, Usage Tools
Utility Satisfaction
Past/Present Account Manager Experiences, Utility Satisfaction
Insights
Insights
Insights
Power Glitches Cause Disruptions
Power Glitches Cause Disruptions
Power Glitches Cause Disruptions
Typically, we think that the most harmful outages, whether planned or unplanned, have a longer duration. We learned that customers experience "power blips" or short outages that disrupt power briefly.
Even a short outage automatically resets machinery or requires a manual reset, which makes it difficult to determine what went wrong.
4/9 customers experienced this, reporting that outages as short as 30 seconds can "lose a day of work" or can be "as damaging as the power being out for four hours".
Typically, we think that the most harmful outages, whether planned or unplanned, have a longer duration. We learned that customers experience "power blips" or short outages that disrupt power briefly.
Even a short outage automatically resets machinery or requires a manual reset, which makes it difficult to determine what went wrong.
4/9 customers experienced this, reporting that outages as short as 30 seconds can "lose a day of work" or can be "as damaging as the power being out for four hours".
Typically, we think that the most harmful outages, whether planned or unplanned, have a longer duration. We learned that customers experience "power blips" or short outages that disrupt power briefly.
Even a short outage automatically resets machinery or requires a manual reset, which makes it difficult to determine what went wrong.
4/9 customers experienced this, reporting that outages as short as 30 seconds can "lose a day of work" or can be "as damaging as the power being out for four hours".
Customers Often Use Third-Party Software
Customers Often Use Third-Party Software
Customers Often Use Third-Party Software
Customers use third-party software or vendors as opposed to our direct utility website to manage their accounts.
Many of them use it to track and pay bills, while others use it for better reporting regarding their usage details.
7/9 customers experienced this, reporting only having a single login for their account for thousands of employees, leading them to resort to having an external energy management and accounts payable team.
Customers use third-party software or vendors as opposed to our direct utility website to manage their accounts.
Many of them use it to track and pay bills, while others use it for better reporting regarding their usage details.
7/9 customers experienced this, reporting only having a single login for their account for thousands of employees, leading them to resort to having an external energy management and accounts payable team.
Customers use third-party software or vendors as opposed to our direct utility website to manage their accounts.
Many of them use it to track and pay bills, while others use it for better reporting regarding their usage details.
7/9 customers experienced this, reporting only having a single login for their account for thousands of employees, leading them to resort to having an external energy management and accounts payable team.
Bills Aren't Always Accurate
Bills Aren't Always Accurate
Bills Aren't Always Accurate
More often than not, we're able to provide accurate and concise data for our customers. However, there are cases where billing data for customers can be inaccurate.
Customers expressed frustration in not receiving accurate bills or bills in a timely manner.
For example, property managers have a difficult time identifying where different charges should be applied, and additional help from account managers and customer service weren't particularly helpful.
2/9 customers experienced this, reporting misplaced charges and missing bills for months at a time, which resulted in an inaccurate outstanding bill of $20,000 which stopped them from closing out their previous fiscal year.
More often than not, we're able to provide accurate and concise data for our customers. However, there are cases where billing data for customers can be inaccurate.
Customers expressed frustration in not receiving accurate bills or bills in a timely manner.
For example, property managers have a difficult time identifying where different charges should be applied, and additional help from account managers and customer service weren't particularly helpful.
2/9 customers experienced this, reporting misplaced charges and missing bills for months at a time, which resulted in an inaccurate outstanding bill of $20,000 which stopped them from closing out their previous fiscal year.
More often than not, we're able to provide accurate and concise data for our customers. However, there are cases where billing data for customers can be inaccurate.
Customers expressed frustration in not receiving accurate bills or bills in a timely manner.
For example, property managers have a difficult time identifying where different charges should be applied, and additional help from account managers and customer service weren't particularly helpful.
2/9 customers experienced this, reporting misplaced charges and missing bills for months at a time, which resulted in an inaccurate outstanding bill of $20,000 which stopped them from closing out their previous fiscal year.
Business Disrupted When Planned Outages Are Miscommunicated
Business Disrupted When Planned Outages Are Miscommunicated
Business Disrupted When Planned Outages Are Miscommunicated
We discovered that customers aren't receiving reliable communication regarding planned outages. Customers were either not being notified directly, or not notified at all.
Cancellations and reschedules regarding planned outages hit customers as hard as unplanned/emergent outages, and cause a loss of time and money.
6/9 customers experienced this, reporting their outage trackers not working or not knowing an outage would occur until someone came on-site to turn off power.
We discovered that customers aren't receiving reliable communication regarding planned outages. Customers were either not being notified directly, or not notified at all.
Cancellations and reschedules regarding planned outages hit customers as hard as unplanned/emergent outages, and cause a loss of time and money.
6/9 customers experienced this, reporting their outage trackers not working or not knowing an outage would occur until someone came on-site to turn off power.
We discovered that customers aren't receiving reliable communication regarding planned outages. Customers were either not being notified directly, or not notified at all.
Cancellations and reschedules regarding planned outages hit customers as hard as unplanned/emergent outages, and cause a loss of time and money.
6/9 customers experienced this, reporting their outage trackers not working or not knowing an outage would occur until someone came on-site to turn off power.
Customers Are Not Accessing Their My Account
Customers Are Not Accessing Their My Account
Customers Are Not Accessing Their My Account
We discovered that many of our customers that we interviewed aren't logging into their My Account, or using any of our online services.
6/9 customers experienced this, and further reported the following:
5/6 aren't enrolled in notifications, and don't know how to use their dashboard to enroll in them
3/6 who aren't accessing their "My Account" expressed desire to have a login and use the platform
We discovered that many of our customers that we interviewed aren't logging into their My Account, or using any of our online services.
6/9 customers experienced this, and further reported the following:
5/6 aren't enrolled in notifications, and don't know how to use their dashboard to enroll in them
3/6 who aren't accessing their "My Account" expressed desire to have a login and use the platform
We discovered that many of our customers that we interviewed aren't logging into their My Account, or using any of our online services.
6/9 customers experienced this, and further reported the following:
5/6 aren't enrolled in notifications, and don't know how to use their dashboard to enroll in them
3/6 who aren't accessing their "My Account" expressed desire to have a login and use the platform
Customers Aren't Aware of Programs/Incentives, or How to Find Them
Customers Aren't Aware of Programs/Incentives, or How to Find Them
Customers Aren't Aware of Programs/Incentives, or How to Find Them
Customers are interested in specific programs and incentives, but aren't aware of what their utility company offers. As a result of ineffective program and incentive communication, customers depend on their account managers or contractors to notify them of programs they may be eligible for.
6/9 customers experienced this, reporting that they learned about tools and incentives through outside sources as opposed to their utilities' websites or program finder.
Customers are interested in specific programs and incentives, but aren't aware of what their utility company offers. As a result of ineffective program and incentive communication, customers depend on their account managers or contractors to notify them of programs they may be eligible for.
6/9 customers experienced this, reporting that they learned about tools and incentives through outside sources as opposed to their utilities' websites or program finder.
Customers are interested in specific programs and incentives, but aren't aware of what their utility company offers. As a result of ineffective program and incentive communication, customers depend on their account managers or contractors to notify them of programs they may be eligible for.
6/9 customers experienced this, reporting that they learned about tools and incentives through outside sources as opposed to their utilities' websites or program finder.
Opportunities
Opportunities
Opportunities
Key Themes
Key Themes
Key Themes
Communication
Our customers want better responsiveness to their billing/account questions, outage preparation and support, and programs and incentives.
Tools & Resources
Many of our customers aren't taking advantage of programs, tools, and incentives, mostly because they're unaware of them or can't access them.
Collaboration & Partnership
Each utility company defines levels of services differently, and account managers vary in levels of collaboration with customers.
Communication
Our customers want better responsiveness to their billing/account questions, outage preparation and support, and programs and incentives.
Tools & Resources
Many of our customers aren't taking advantage of programs, tools, and incentives, mostly because they're unaware of them or can't access them.
Collaboration & Partnership
Each utility company defines levels of services differently, and account managers vary in levels of collaboration with customers.
Communication
Our customers want better responsiveness to their billing/account questions, outage preparation and support, and programs and incentives.
Tools & Resources
Many of our customers aren't taking advantage of programs, tools, and incentives, mostly because they're unaware of them or can't access them.
Collaboration & Partnership
Each utility company defines levels of services differently, and account managers vary in levels of collaboration with customers.
Opportunities by Workstream
Opportunities by Workstream
Opportunities by Workstream
Outage Team
Notifications and planned outages are our largest opportunity for outages.
Customers want more frequent and active communication during all steps of an outage, as well as guidance on notification enrollment and leaving live feedback on their experiences.Manage "My Account" Team
Account access and billing accuracy are the largest areas of opportunity for MMA (Manage My Account).
Customers expect reliable access to their 'My Account' and clear information about it, to avoid account sharing among teams and third parties, and avoid account inaccessibility.
In addition to this, they need to be made aware of existing tools to reduce strain on account managers, and be provided quick and accurate access to their billing and account information.Manage Energy Usage Team
Visibility is the single largest area of opportunity for energy usage management.
Customers need better visibility and communication to existing programs, tools, and resources that are readily available for their business needs.
Outage Team
Notifications and planned outages are our largest opportunity for outages.
Customers want more frequent and active communication during all steps of an outage, as well as guidance on notification enrollment and leaving live feedback on their experiences.Manage "My Account" Team
Account access and billing accuracy are the largest areas of opportunity for MMA (Manage My Account).
Customers expect reliable access to their 'My Account' and clear information about it, to avoid account sharing among teams and third parties, and avoid account inaccessibility.
In addition to this, they need to be made aware of existing tools to reduce strain on account managers, and be provided quick and accurate access to their billing and account information.Manage Energy Usage Team
Visibility is the single largest area of opportunity for energy usage management.
Customers need better visibility and communication to existing programs, tools, and resources that are readily available for their business needs.
Outage Team
Notifications and planned outages are our largest opportunity for outages.
Customers want more frequent and active communication during all steps of an outage, as well as guidance on notification enrollment and leaving live feedback on their experiences.Manage "My Account" Team
Account access and billing accuracy are the largest areas of opportunity for MMA (Manage My Account).
Customers expect reliable access to their 'My Account' and clear information about it, to avoid account sharing among teams and third parties, and avoid account inaccessibility.
In addition to this, they need to be made aware of existing tools to reduce strain on account managers, and be provided quick and accurate access to their billing and account information.Manage Energy Usage Team
Visibility is the single largest area of opportunity for energy usage management.
Customers need better visibility and communication to existing programs, tools, and resources that are readily available for their business needs.
Outcomes
Outcomes
Outcomes
Our Approach
Our Approach
Our Approach
As part of the Manage "My Account" team, we identified account accessibility and billing accuracy as key focus areas. To improve both, we considered some of our customers' most requested features and introduced enhancements to existing functionality—such as multi-account bill management and simplified profile editing.
For example, allowing customers to consolidate multiple accounts into a single payment (a successful feature from our residential design) helps streamline billing and payment workflows.
Additionally, placing account contact information in a clearly defined, intuitive section encourages customers to keep their details up to date, which improves both account engagement and the delivery of important notifications.
Alongside our efforts, we coordinated with the broader Large Customer suite of teams. This included aligning with the Outage team’s ongoing A/B testing for notifications, as well as discussing a similar strategy with the Energy Usage team to improve their communication approach.
"My Account" Enhancements
"My Account" Enhancements
"My Account" Enhancements
Notable features we introduced include multi-account selection via checkboxes, a streamlined "Quick Actions" menu that brings together both new and existing functions, enhanced filters for managing inactive accounts, the ability to add missing accounts, and an improved experience for editing contact information.
Notable features we introduced include multi-account selection via checkboxes, a streamlined "Quick Actions" menu that brings together both new and existing functions, enhanced filters for managing inactive accounts, the ability to add missing accounts, and an improved experience for editing contact information.
Notable features we introduced include multi-account selection via checkboxes, a streamlined "Quick Actions" menu that brings together both new and existing functions, enhanced filters for managing inactive accounts, the ability to add missing accounts, and an improved experience for editing contact information.
The billing account selector, before enhancements.
The billing account selector, after enhancements.
The follow-up screen after a user prompts to add a missing account.
The new home for customer contact information, where it can now be edited.