CLIENT
Con Ed, Con Edison, and ORU
YEAR
2017
ROLE
Visual Designer, UI, Motion & Illustration
TEAM
Robert Suta (Jr. Designer)
Alan Finch (ACD)
Cavan Huang (CD)
Pulling a NYC energy brand to the future
We revitalized Con Edison, one of the largest private companies in New York, from a bill collector to a customer engagement company designed to meet the needs of New Yorkers.
We shifted millions of customers from traditional contact points (like the call center) to digital self-service channels, making it quicker and easier for customers to access billing information while encouraging them to self-serve and change their energy usage behaviors. Customers showed they preferred this with over 60% of all transactions now completed digitally, up from 20% before launch.
We evolved the brand identity extending the revamp into physical experiences, redesigned their websites all alongside an app overhaul. Our efforts improved customer satisfaction by over 50 points, reduced operating costs, and earned us industry accolades including Webby Award Honorees for best site user interface, best visually designed app, and best corporate communications.
Evolved Brand Experience
We evolved the Con Edison brand across all channels with a look, tone and feel that communicated the brand promise of “Trusted Energy Advisor of the Future.” We developed custom iconography, illustrations, animations and photography that gave the brand a bold and approachable personality that felt more human than robotic.
Personalized Management
Based on user research, our designs prioritized the tasks most important to customers, such as bill payment and energy usage, while also elevating non-transactional content about energy efficiency. We created a visual system that established hierarchy and consistency that was also inviting to customers.
To empower customers to take control of their energy use, we built tools that gave them a personalized snapshot of their monthly billing and energy data, seamlessly integrating analytics from third party apps like O-Power and First Energy. Custom dashboard widgets were designed for residential, commercial and industrial customers to address their specific needs.
A Customer Service Upgrade
We created simple features that allow customers to setup services, pay their bill, and report outages in a few steps online or through voice and virtual assistants. Millions of customers were driven to complete streamlined tasks through the digital experience. And Con Edison increased their digital customer satisfaction (NPS) score by over 50 points.
Purposeful and Searchable Content
We made content simple to search and navigate. By indexing and dynamically serving up relevant content across the site, ConEdison’s consumers now had more reasons to engage with meaningful and digestible content.
Omnichannel Experience
We delivered features in a consistent omnichannel experience, including mobile web and a mobile app, making it easier for customers to log in, manage their accounts, and save money on their energy usage.
