PROJECTS
PSE Case Study
Start, stop or move residential energy service.
- Role:
- Front-End Developer
- Tasks:
- Design, Research, UI Development, User-Testing
As part of a larger strategy engagement, Puget Sound Energy needed to reduce their call-center load. To validate our research and design changes, we conducted in-person user testing.
![](https://d33wubrfki0l68.cloudfront.net/428b5baf03cb80a36d413d99c776514b0ce8507d/d5dc4/images/projects/pse/contact.png)
We split the form into three parts, start, stop, and move. Then we made each choice stand out.
![](https://d33wubrfki0l68.cloudfront.net/63bf36857930d3b16c853dc4d4c766ecef784519/1501a/images/projects/pse/start_stop.png)
It was important to determine the type of user the form was serving.
![](https://d33wubrfki0l68.cloudfront.net/59e59403c6ea45bac5a490de7edece73ac643682/53745/images/projects/pse/start-service.png)
Then we developed a multi-part form to guide the user through the process.
![](https://d33wubrfki0l68.cloudfront.net/5869ae43c765b5e5dcea526b4f69b26465cd66f9/1258a/images/projects/pse/start-service-address.png)
Although PSE lacked any prior tracking statistics, we did reduce call-center calls by 12% and increased usage of the form by %25%.
![](https://d33wubrfki0l68.cloudfront.net/9179a4fd71ea0bb8634aab5a89364ab01d8a1187/1fbb8/images/projects/pse/optimizely.png)