Case Study: Washington-Based Energy Utility Company achieves improved UX and streamlined online services with JEBCommerce

Washington-based energy utility company - Customer Case Study

Washington-Based Energy Utility Company engaged JEBCommerce to lead a strategic website and mobile redesign after identifying an outdated information architecture that made it difficult for customers across four states to pay bills, report outages and complete other tasks. JEBCommerce provided strategic guidance, Axure prototyping, user testing and accessibility/IA analysis to create a long-term plan and research-driven direction for the redesign.

JEBCommerce implemented iterative Axure prototypes, tree testing, industry research and analytics-driven recommendations to define a new navigation system and information architecture; those findings are now being built into the site. While the site remains in development, the utility reports increased confidence that the new design will improve findability and accessibility and is expected to yield measurable gains such as higher task-completion rates, fewer support calls and improved customer satisfaction.