Enbridge Gas delivers natural gas to millions of households across Canada. I contributed to designing the experience of online billing and led the creation of a virtual assistant.
Time & Contribution
I joined this project from January 6th, 2019 - April 18th, 2019, and returned on July 26th, 2019, for 2 weeks. During my time, I was responsible for designing the customer online experiences, conducting workshops with stakeholders, creating visuals assets, and prepping for the developer's handoff.
Role
Product Designer
Problem Space
The majority of Enbridge Gas customers still received paper billing and did not always understand their bills. A lot of customers were calling in to clarify their bills and this led to an overwhelming amount of traffic to the call center.
Outcome
The team and I delivered a new online experience to Enbridge Gas customers to move them from paper billing to online billing. The outcome resulted in more customers signing up for online billing, which reduced 60% of calls coming into the call center.
Interactive Bill
Through many different variations of the online bill and user feedback about the first variation that was launched, we learned that customers had difficulty learning about the breakdown of their bill. We applied the necessary changes with the insights learned to make the bill more transparent and clear to customers.
Highlights
Information around consumption and highlights were difficult to scan on the paper bill. We took that information and worked with stakeholders to focus on what customers cared about the most. By laying out the information in groups, highlights about the bill and the breakdown can be easily scanned and understood.
Insights
Many households were consuming a lot of gas and, as a result, many customers called to ask about their bills. We added insights to give customers further information about their consumption to view how they are using natural gas.
History
To further inform customers of their consumption, I worked with stakeholders to take a look at how we might show previous consumptions from previous years. Having the ability to view their consumption from years before, consumers can change their consumption usage for more savings.
Chatbot
Besides working on the interactive bill, I also led the design of the chatbot. Reducing the calls to the support center was one of the goals we aimed to achieve. The chatbot, CozE, was built to handle 5 prominent use cases that customers frequently call in for. Those use cases are balance inquiry, payment arrangements, moving-related questions, report payment, and frequently asked questions.