Three utility workers in hard hats analyzing information on a clipboard
Utility Provider

Redesigning Digital Utility Services

Large pipes in a natural gas facility
Close-up of kitchen burner lit with natural gas flame

CREATING A DIGITAL HUB FOR ENERGY CUSTOMERS

Phase2 teamed up with one of America’s largest utility providers to create a useful, powerful, and engaging digital experience for their customers.

CUSTOMER NEEDS COME FIRST

Phase2 built a new utilities website that makes it easy for consumers to access their accounts, utilize rapid self-serve customer service, and learn how to make smarter energy choices. The site features an approachable, welcoming and easy-to-navigate design, and is accessible from any device.

A STRONG DIGITAL FOUNDATION

Building the platform with Drupal allowed Phase2 to address complex issues and provide an excellent experience for all users. In addition to an accessibility audit and content strategy workshops, Phase2 addressed complex security and traffic management issues.
 

WINNING CUSTOMERS WITH EFFICIENCY

Combined with the customer portal, and the new billing design, the new website led to a 4000% jump in average new accounts per day. Thousands of customers created new accounts within days of launch, and engagement remains significantly higher than before the new portal was built. With a new usable digital space, customers enjoy more efficient interactions with their utility provider.