Major Energy Utility
Equipment Request Portal + Wizard
Unified customer portal + request wizard across 4 utility operating units, achieving 10% YoY adoption increase and reduced time-to-execute.
The Challenge
The Utility's Residential and small commercial business unit needed a new and unified process across 4 utilities for submitting service installation customer requests intended for new structures and upgrades. The system is used by builders/contractors, small businesses, and homeowners.
The wizard had to dynamically adapt business rules for what were 10+ separate application types and process variations among 4 different operating companies that comprise their utility business.
Key Outcomes
- 10% YoY increase in customer adoption
- Unified process across 4 operating companies
- Reduced time and cost to execute service requests
- More complete and accurate data collection
- Dynamic wizard adapting to 10+ application types
The Result
Implemented a new Wizard application that achieved a 10% year-over-year increase in adoption and significant reduction in time and cost to execute requests by gathering more complete and accurate data.
The portal enables clients to self-monitor the progress of their requests, thus reducing staff workload of responding to customers concerning project status and freeing them up to perform their primary design-engineering activities.
Methodology & Story Map
In order to better estimate the work and organize our efforts, we drove Story Mapping of feature breakdowns and Roadmaps of team resources and delivery sequencing for design activities. This aligned with requirements definition, prototyping, review, and handoff to Development.
Comprehensive story mapping helped break down features and align stakeholders across all four operating companies. This collaborative approach ensured all business rule variations were captured.
Roadmap Planning
Detailed roadmaps for both MVP and future releases helped sequence development efforts and allocate resources effectively. The phased approach allowed for iterative validation with users while maintaining delivery momentum.
Roadmap Components
- MVP feature prioritization
- Resource allocation planning
- Future state enhancements
- Cross-utility coordination
Roadmap for MVP and future releases