Con Edison Digital Experience
Empowering Millions to Control Their Energy
Con Edison, New York’s energy provider partnered with Wunderman Thompson to transform and modernize their customer experience. I led the team that redesigned their sites and apps for a mobile-first audience, innovated their services, and evolved their brand identity. We shifted millions of customers from traditional contact points (like the call center) to digital self-service channels which customers preferred. Over 60% of all transactions are now completed digitally, up from 20% before it launched. 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, and best visually designed app, and best corporate communications.
CON EDISON DIGITAL EXPERIENCE CASE STUDY
Easy to Use. Easy on the Eyes.
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.
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. We even redesigned the paper bill to be easier to navigate and drive customers online.
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 streamlined tasks through the digital experience. And Con Edison increased their digital customer satisfaction (NPS) score by over 50 points.
START SERVICE FLOW: MOBILE WEB (above), VIRTUAL ASSISTANT (below)
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.
