The Challenge
As part of a larger redesign effort, Florida Power and Light wanted to redesign their web power outage reporting system to simplify their existing process, provide transparency in the outage status, and enable self-service.
The PROCESS
To start, we documented current state process flows of the existing outage reporting process on FPL.com. After conducting a competitive analysis of other utility companies, we improved on the process by using our research to inform a future-state process flow. We then used their personas to map happy paths through the process flow. Based on those process flows, we created wireframes for usability testing. The results of our test helped us get to our final designs.
The OUTPUTS
We delivered a responsive web experience design system with detailed documentation for development. Our work on this experience led to a redesign of the entire customer portal because of the overwhelmingly positive response from their leadership to our designs.
Future State Process Flow
Personas
Persona Happy Path
Usability Test Guide
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MY ROLE
Testing flows
Personas
Wireframes
Testing Script
Process Flows
Interaction Design