Back to ProjectsDue to an NDA, I am unable to share specifics, but the project’s aim was to enhance the energy provider's online help center, reduce call center overload and improve online reviews.
Client UX/UI Project
3 Months / 2024
I was the UX lead on this project, which included an in-depth UX audit (compiled with a colleague), numerous client presentations as well as the final UI implementation.
This project was developed while working at the agency, be water, my friend.
UX Audit
Wireframes (Help Center & FAQs)
Final UI Designs & Prototype
Developer Handoff
Analyzing competitors’ and industry leaders’ websites, focusing on their FAQ pages and help centers, was really important in order to present the client with best practices.
We analyzed the UX design of the energy provider’s current website, for both mobile and desktop, and covered topics like accessibility (using the tool AccessiWay), UX writing, navigation (using our findings from Hotjar) and coherent visual design.
Match between system & real world
Consistency and standards
Aesthetic and minimalistic design
Help users recognize, diagnose, and recover from errors
Help and documentation
Accessibility
Information Architecture
Navigation
UX Writing
SEO
Visual Design
Excerpt from the AccessiWay accessibility analysis
The final screen designs were the result of numerous feedback loops and discussions with the company’s marketing team, CEO and developers.
The screens were incorporated into a mid fidelity prototype in Figma that allowed for key interactions, such as dropdowns, accordions and hover states. The output was optimized to respect the client’s budget and to match the company’s design guidelines.
Due to an NDA, I am unable to share the designs.
Strong visual hierarchies
Clear navigation structure
Coherent categories
Search function
The FAQs were reworked by the company based on feedback from the employees in their call centers; the design includes a search function and is focused on ease of use.
Accessibility improvements were incorporated into the design wherever possible, unfortunately our efforts were limited by the company’s current brand guidelines.
All screens were designed with a mobile-first mindset, since our initial research (unsurprisingly) showed that a majority of users accessed the site via their mobiles.
The outcome of this project will be measurable through improved review scores on Google and TrustPilot.
We also recommended implementing a Net Promoter Score (NPS) strategy to measure design effectiveness, enabling the company to continuously enhance its service.
One of my favorite aspects of this project was presenting our work to the client. Balancing diverse agendas of various stakeholders (company marketing team, CEO, developers, agency strategy lead) during these meetings and feedback loops was challenging, yet when maneuvered successfully, very rewarding.
Since unfortunately, incorporating user research was not an option for this project, I conducted a heuristic evaluation of the current website for the UX audit.
Heuristics provided invaluable guidance during this initial phase of the project, as well as for assessing the proposed solutions.
I also deepened my knowledge of best practices for accessibility and of the European Accessibility Act, which is coming into effect in 2025. This aspect of the project inspired me to prepare an ‘Accessibility in UX’ presentation for my team.
Check out the next project
ⓒ Magdalena Weiss, 2024
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