CENTERPOINT ENERGY
Account Online
The Ask
Update their exisiting MAO (My Account Online) experience based on user-centric best practices and intuitive self help account management.
The Research
Given this is an exisiting application, we had a great starting point in terms of knowing our customer behaviors, pain points and most accessed pages in their account management. The goal was to build off that data, but leverage information architecture and card sorting to align with customers mental model. We also had acces to a user group to help test and validate our assumptions.
The Approach
Evaluating all use-cases and scenarios, we mapped user journey flows which provided an early blueprint for the initial wireframes. This included refining the information architecture, card sorting and empathy mapping. We then validated our assumptions through moderated testing and revised as needed.
From there we started creating new components based on an exisiting design system and created hi-fidelity prototypes.
The Result
A delightful and efficient mobile app experience that allows customers to quickly manage their account, view bills and payment history, report outages and pay their bill. The app was also designed to be scalable to allow for future features and capabilities.
