Making Energy Visible and Actionable
Worked closely with the design lead to redesign of SDG&E’s “My Account” web and app experience to give 3.6M customers a clear, empowering view of their energy use and bills. Partnering with SDG&E stakeholders, SoCal customers, we created a digital experience that puts people back in control of their energy.
Problem
Energy is essential, but invisible.
Research & Insights
Empower customers with clarity,
care, and control
We began with 9 stakeholder interviews, 7 call center shadow sessions, and 48 Dscout diary entries (over 300 submissions). These revealed 3 main insights on how people perceive and engage with their energy provider and why trust and transparency were missing.
Approach
Building a vision together
We ran co-creation workshops with customers and SDG&E teams to validate concepts and align priorities. Together, we built a North Star Vision: a future-state experience centered on customer expectations and key business goals.
We mapped five Moments That Matter: Start Service, Move Service, High Bill, Credit, and Outage to ensure the design addressed customers’ most critical needs.
Brand Style
Empower workers with clarity
and confidence
Style exploration helped ground the brand and the chosen direction, “Human Touch,” used photography paired with hand-drawn illustrations to make a large utility provider feel approachable, transparent, and human.
01
Actionable Dashboard
Users can quickly view their current bill and make payments, see a forecast predicting if they might exceed their usage, and access tips or recommendations for lowering their bill. Cards also provide tracker for starting or stopping service, plus educational insights about energy in SoCal. Dynamic visuals adapt to the time of day, subtly highlighting peak and off-peak usage periods.
02
Easy Service Management
Starting or stopping service is transparent and simple for both residential and business customers. Users can view rates, deposits, and process steps in one place, and receive confirmation once actions are completed.
03
Payments Made Simple
A streamlined billing experience lets users check balances, pay bills, monitor real-time usage, and manage payment methods like auto-pay without any friction.
