Case Study: PG&E achieves digital equity with E Source

PG&E boosts website click rates by 47% with E Source

The utility PG&E faced the challenge of a cumbersome and difficult-to-navigate website containing over 1,600 pages, with only 200 pages accounting for 97% of traffic. Seeking to achieve digital equity and radical simplicity for its customers, PG&E turned to its E Source membership and the E Source Website Benchmark study to research improvements and benchmark against utility website best practices.

E Source provided PG&E with an assessment, design guides, and expert advisory sessions to inform its website strategy. This led to a major refresh focused on readability and accessibility, including using plain language and bulleted lists. These changes resulted in a 47% increase in click rates. E Source also helped PG&E implement solutions for customers with low bandwidth, ensuring more equitable access to critical outage information.

PG&E