User Groups: National Grid Electric and Gas Customers

UX  focused on serving National Grid’s Residential Gas & Electric Customers, discovering how to keep the customer informed, and providing a portal experience where customers monitor their account activity, and easily make payments.

Through emails, in-app messaging, alerts, and notifications, UWP provided consistent communications to keep residential customers updated and informed about account activity.

UX listened to customer feedback and learned customers want to make bulk payments across multiple properties. To streamline the repetitive efforts of a separate payment for each of multiple properties, UX designed an experience that allows customers to select multiple accounts, assign payment dates, and enter custom payment amounts to make a bulk payment.

When the cost of electricity skyrocketed, UWP communications with the customer involved sharing available Balance Billing Plans, Payment Plans, and payment assistance programs.