Con Edison, New York’s energy provider partnered with POSSIBLE to transform and modernize their customer experience. I led the creative team that redesigned their sites and apps for a mobile-first audience, innovated their services, and evolved their brand identity. We shifted customer behavior from traditional contact points (like the call center) to digital self-service channels which customers preferred. Our efforts earned us industry accolades including Webby Award Honorees for best site user interface, and best visually designed app, and best corporate communications.

CON EDISON DIGITAL EXPERIENCE CASE STUDY

Easy to Use. Easy on the Eyes.

Using a bold new typeface, direct headlines and a friendly interface, our designs prioritized the tasks most important to customers, (bill payment, bill analysis, energy usage) and elevated the content of the site.

A Better Way to Bill

The billing experience was made quick and painless. We put customers’ amount due front and center and provided a clear breakdown so they could see how much they owe and why. Our work even led to the redesign of the paper bill.

START SERVICE FLOW:  MOBILE WEB (above), VIRTUAL ASSISTANT (below)

Next Generation Customer Service

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 tasks through the digital experience. And Con Edison increased their digital customer satisfaction (NPS) score by over 40 points.

A Brand Refresh

We introduced more personality, humanity and consistency into the Con Edison brand with fresh typefaces, custom photography, icons, illustrations and animations. What began as an evolved digital design system made it’s way across all touchpoints including physical experiences.

4.4/5

J.D. Power Customer Experience star rating

46pt

Increase in digital customer satisfaction (NPS)

4.8/5

iOS and Android App Store star rating

Webby

Award Honorees for Best UI, Visual Function, & Corp Comm

We created a self-service experience that empowers millions of New Yorkers to take control of their energy.

SERVICES
Product Design, Experience Design, Branding, Illustration, Animation
PLATFORMS
coned.com, oru.com, conedison.com, iOS & Android Apps, Amazon Alexa & Google Home
CREATIVE
Cavan Huang, Alan Finch, Robert Suta, Rex Guo, Feibi Wen, Tim Stettner, Jason Minyo, Karen Dahlstrom, Andrew Fatato, Kiyomi Dong, Brandi Clinch
UX
Dave Kusterer, Christine Lavarda, Orcun Gogus, Christo Claassens, Bo Pu
STRATEGY
Smruti Shah, Greg Calicouris, Peter Diamond, Chaz Mee, Jon Stookey, Chris Lee, Gretchen Willenburg
ACCOUNT & OPS
Mike Rokicki, Alison Dougherty, Raleigh Near, Alyssa Hartigan, Jennifer Sauvigne, Dennis Lizano, Alex Blackstone, Nick Aronis, Tilly McPherson, Ted Ismert,
DATA ANALYTICS
Alex Liss, Jenny Wang, Philip Saporito, Alex Gilbert, Kerianne Pacheco, Munan Xue
TECH & DEV
Jose Villalobos, POSSIBLE Costa Rica, Chris Weathers, POSSIBLE Mobile