FortisBC improved the billing experience, redefined service delivery, and raised awareness of energy use with its updated utility bill design.
Strategy, User Research, UX Design, Usability Testing, Style Guide, Change Management
FortisBC improved the billing experience, redefined service delivery, and raised awareness of energy use with its updated utility bill design.
FortisBC considered their bill an underutilized communications tool, and customer research showed that customers found the bill confusing. There was an opportunity to increase awareness of programs and other important information while improving the perception of the value that FortisBC delivers. Their goal was to give a sense of helpfulness and ease while infusing moments of delight where possible.
A market scan and survey allowed us to understand the playing field and uncover the gaps. We determined FortisBC’s user personas and specific content needs through extensive research.
We architected the layout to marry user and printing requirements for the physical bill and crafted the online experience. Focus groups helped us zero in on the look and feel that delivered the most connection and sense of ‘wow’.
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