Spark Services
Spark
Services
An enterprise-scale B2C platform for a major energy provider that unified diverse customer segments, services, and business rules into a streamlined account management experience.
An enterprise-scale B2C platform for a major energy provider that unified diverse customer segments, services, and business rules into a streamlined account management experience.
*To honor a non-disclosure agreement, the client's name and identifying details have been changed. For the purposes of this case study, the energy provider will be referred to as “Spark Services.” All branding, naming, and proprietary visuals have been adapted or recreated.
*To honor a non-disclosure agreement, the client's name and identifying details have been changed. For the purposes of this case study, the energy provider will be referred to as “Spark Services.” All branding, naming, and proprietary visuals have been adapted or recreated.
*To honor a non-disclosure agreement, the client's name and identifying details have been changed. For the purposes of this case study, the energy provider will be referred to as “Spark Services.” All branding, naming, and proprietary visuals have been adapted or recreated.
Streamlining services into one dynamic portal
Streamlining services into one dynamic portal
Streamlining services into one dynamic portal
ROLE: SUPPORTING UX DESIGNER / CHAIONE AGENCY / JUN ‘23 - JAN ‘24
ROLE: SUPPORTING UX DESIGNER
CHAIONE AGENCY
JUN ‘23 - JAN ‘24
ROLE: SUPPORTING UX DESIGNER / CHAIONE AGENCY / JUN ‘23 - JAN ‘24
background.
background.
A popular energy provider* decided it was time to address their disconnected products and processes for separate customer segments. In order to expand their clientele, they knew a seamless end experience for the user was necessary.
objective.
objective.
Identify and synthesize customer needs into a unified, dynamic portal where users can manage accounts, pay bills, generate reports, and more.
Identify and synthesize customer needs into a unified, dynamic portal where users can manage accounts, pay bills, generate reports, and more.
RESEARCH
RESEARCH
RESEARCH
I just dropped in to see what condition my condition is in...
I just dropped in to see what condition my condition is in...
First, we have to figure out what we’re working with here. Myself and the lead UX designer worked closely with our Behavioral Science team to get a clear snapshot on Spark Service’s current state.
First, we have to figure out what we’re working with here. Myself and the lead UX designer worked closely with our Behavioral Science team to get a clear snapshot on Spark Service’s current state.
services.
services.
services.
Energy
Gas
Home protection
Energy
Gas
Home protection
Energy
Gas
Home protection
user segments.
user segments.
user segments.
Residential
Small business owners
Commercial
Brokers & third party payers
Internal employees
Residential
Small business owners
Commercial
Brokers & third party payers
Internal employees
Residential
Small business owners
Commercial
Brokers & third party payers
Internal employees
platforms.
platforms.
platforms.
Spark.com
SparkIgnite
SparkSafe
Spark.com
SparkIgnite
SparkSafe
Spark.com
SparkIgnite
SparkSafe
RESEARCH
RESEARCH
RESEARCH
I’m here to remind you, of the mess you left when you walked away...
I’m here to remind you, of the mess you left when you walked away...
Now that we have a grasp on the broader current state, let’s dig deeper. What is the real problem Spark Services needs us to solve? We did some sleuthing to find the biggest pain points.
Now that we have a grasp on the broader current state, let’s dig deeper. What is the real problem Spark Services needs us to solve? We did some sleuthing to find the biggest pain points.
consume existing documentation
consume existing documentation
consume existing documentation
Discovered that users have to call in to complete a lot of services. Business had a strong desire to automate these.
Discovered that users have to call in to complete a lot of services. Business had a strong desire to automate these.
Discovered that users have to call in to complete a lot of services. Business had a strong desire to automate these.
stakeholder workshops.
stakeholder workshops.
stakeholder workshops.
Uncovered many different processes across services, customer segments, and locations, creating silos.
Uncovered many different processes across services, customer segments, and locations, creating silos.
Uncovered many different processes across services, customer segments, and locations, creating silos.
user interviews.
user interviews.
user interviews.
Realized there was difficulty understanding “industry terms.” Users also had a desire to automate these everyday tasks.
Realized there was difficulty understanding “industry terms.” Users also had a desire to automate these everyday tasks.
Realized there was difficulty understanding “industry terms.” Users also had a desire to automate these everyday tasks.
expert review of products.
expert review of products.
expert review of products.
Revealed inconsistent features and functionality across platforms that should be available to all customers.
Revealed inconsistent features and functionality across platforms that should be available to all customers.
Revealed inconsistent features and functionality across platforms that should be available to all customers.
DEFINE
DEFINE
DEFINE
Why’d you have to go and make things so complicated
Why’d you have to go and make things so complicated
Our team continued to work together and synthesize our findings. But... it felt as if every time we turned a new leaf, we found another forest. To navigate through the different twists and turns, we completed the following exercises. These exercises helped us imagine the future state of the dynamic portal with some design concepts.
Our team continued to work together and synthesize our findings. But... it felt as if every time we turned a new leaf, we found another forest. To navigate through the different twists and turns, we completed the following exercises. These exercises helped us imagine the future state of the dynamic portal with some design concepts.
Backlog
Personas
User Flows
Concepts
backlog.
Our source of truth for all future-state features. The backlog was arguably the biggest takeaway from this phase, and not just because I took lead on this 😉
We documented the current state for each platform and customer segment to identify gaps in features. Each requirement was also tied back to its source in existing documentation and/or research findings.
The combination of all this information was incredibly helpful for prioritization.
Backlog
Personas
User Flows
Concepts
backlog.
Our source of truth for all future-state features. The backlog was arguably the biggest takeaway from this phase, and not just because I took lead on this 😉
We documented the current state for each platform and customer segment to identify gaps in features. Each requirement was also tied back to its source in existing documentation and/or research findings.
The combination of all this information was incredibly helpful for prioritization.
Backlog
Personas
User Flows
Concepts
backlog.
Our source of truth for all future-state features. The backlog was arguably the biggest takeaway from this phase, and not just because I took lead on this 😉
We documented the current state for each platform and customer segment to identify feature gaps. Each requirement was also tied back to its source in existing documentation and/or research findings.
The combination of all this information was incredibly helpful for prioritization.
DESIGN
DESIGN
DESIGN
Here we go, here we go, here we go again
Here we go, here we go, here we go again
Our goal in the second phase is to design a unified portal that reflects current functionality of the existing platforms. However, we encountered a challenge. Every sprint, we were running out of time to deliver completed and approved designs. Multiple new business requirements revealed themselves in every design review.
Our goal in the second phase is to design a unified portal that reflects current functionality of the existing platforms. However, we encountered a challenge. Every sprint, we were running out of time to deliver completed and approved designs. Multiple new business requirements revealed themselves in every design review.
To address this, we adjusted our approach. We reframed our 3-week sprints.
To address this, we adjusted our approach. We reframed our 3-week sprints.
First week was dedicated to using an existing design system to wireframe quick proofs of concept.
2nd week focused on stakeholder reviews. This is when we consulted all customer segment experts to identify business process gaps.
Iterate on designs based on this feedback, refine fidelity, and deliver to dev team.
First week was dedicated to using an existing design system to wireframe quick proofs of concept.
2nd week focused on stakeholder reviews. This is when we consulted all customer segment experts to identify business process gaps.
Iterate on designs based on this feedback, refine fidelity, and deliver to dev team.
With this adaptation, we began to work through stories and requirements much more efficiently.
With this adaptation, we began to work through stories and requirements much more efficiently.
All we do is win, win, win no matter what
All we do is win, win, win no matter what
Used existing color scheme and paired it with new iconography to signify every service and customer segment
Used existing color scheme and paired it with new iconography to signify every service and customer segment
Working collectively with devs to customize an Azure B2C authorization flow
Working collectively with devs to customize an Azure B2C authorization flow
Uncovering all the business requirements for linking an account to a user profile on the portal
Uncovering all the business requirements for linking an account to a user profile on the portal
Simplified payment flow for ALL customer types, accounting for all exceptions and variations
Simplified payment flow for ALL customer types, accounting for all exceptions and variations
Successfully advocating for consistent billing terminology, despite current differences across segments
Successfully advocating for consistent billing terminology, despite current differences across segments
What am I taking away from this project?
What am I taking away from this project?
What am I taking away from this project?
challenge.
perk.
lesson.
The biggest perk of this project was the size of the team. Because there were only 2 UX designers on the project, I was able to step into the lead position whenever the lead designer left for some well-earned vacation time. This gave me the opportunity to take on more responsibility and grow as a designer.
While there was only two UX designers, we were only a small part of a massive team. ChaiOne was partnering with another agency to work with Spark Services, so not only are we collaborating internally, but with the client and another agency.
perk.
The biggest perk of this project was the size of the team. Because there were only 2 UX designers on the project, I was able to step into the lead position whenever the lead designer left for some well-earned vacation time. This gave me the opportunity to take on more responsibility and grow as a designer.
While there was only two UX designers, we were only a small part of a massive team. ChaiOne was partnering with another agency to work with Spark Services, so not only are we collaborating internally, but with the client and another agency.
challenge.
perk.
lesson.
The biggest perk of this project was the size of the team. Because there were only 2 UX designers on the project, I was able to step into the lead position whenever the lead designer left for some well-earned vacation time. This gave me the opportunity to take on more responsibility and grow as a designer.
While there was only two UX designers, we were only a small part of a massive team. ChaiOne was partnering with another agency to work with Spark Services, so not only are we collaborating internally, but with the client and another agency.
Tell me about your enterprise product! Maybe an internal dashboard or a B2C platform? Let's talk!
Tell me about your enterprise product! Maybe an internal dashboard or a B2C platform? Let's talk!
Tell me about your enterprise product! Maybe an internal dashboard or a B2C platform? Let's talk!
Tell me about your
enterprise product! Maybe an internal dashboard or a B2C platform?
Tell me about your
enterprise product! Maybe an internal dashboard or a B2C platform?