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. 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.

4.4/5

J.D. Power Customer Experience star rating

55pt

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 + UX
Cavan Huang, Alan Finch, Robert Suta, Rex Guo, Feibi Wen, Tim Stettner, Jason Minyo, Karen Dahlstrom, Andrew Fatato, Kiyomi Dong, Brandi Clinch,
Amanda Cuello, Dave Kusterer, Christine Lavarda, Orcun Gogus, Christo Claassens, Bo Pu, Caitlyn Philips
STRATEGY
Smruti Shah, Greg Calicouris, Peter Diamond, Chaz Mee, Jon Stookey, Michele Kelly, Chris Lee, Gretchen Willenburg
ACCOUNT & OPS
Mike Rokicki, Raleigh Near, Alyssa Hartigan, Jennifer Sauvigne, Dennis Lizano, Alex Blackstone, Joey Majo, Alison Dougherty, 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, Adam Wolf, Chris Weathers, POSSIBLE Mobile