© Copyright 2024 | by david nguyen
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February 2018 – March 2019

As the Director of User Experience at Just Energy, I led user experience initiatives that encompassed design, user research, analysis, front-end development and capturing the voice of our customers. I was responsible and accountable for shaping the digital experiences across eight brands within the Just Energy Group.

Company Brief

  • Just Energy is a retail energy provider that sells electricity and natural gas to consumers in the United States and Canada
  • Notable brands include Amigo Energy, HomeWater, Hudson Energy, Interactive Energy Group, and Tara Energy
  • Residential and Commercial customers are offered competitive rates, uncomplicated plans, and the ability to earn rewards
  • Customers can reduce their environmental footprint by selecting a plan that includes renewable energy credits and/or carbon offsets

Digital Design and Development

Responsible for Customer and Commercial experiences

  • JustEnergy.com, proprietary CMS and eCommerce platform
  • Team consisting of Sr. Visual/UX Designer, Sr. UX Writer, and Sr. Lead Front End Developer
  • Augmented team of freelancers and agencies to support various creative and marketing initiatives

Notable Design Challenges

  • Standing up a multi-faceted design team to meet business and consumer needs
  • Developing a seamless collaborative workflow encompassing project management, design, and development
  • Digital transformation of the online end-to-end sales experience
  • Efficiently designing cohesive experiences for different brands and countries

Design Operations

Accomplishments

  • Established customer feedback program and developed customer-focused metrics reporting
  • Implemented Agile Scrum framework and cloud-based task management solution
  • Systemized business partner campaign marketing design workflows
  • Assembled in-house design team, along with freelancers and agencies

Results

  • Gained attitudinal data directly from customers, enabling the organization to address and improve customer experiences
  • Increased efficiency of design work and collaboration within our Digital Experience & Sales department
  • Improved the duration from a few days to within 24 hours to set up a business partner lead generation microsite
  • Significantly enhanced cross-functional collaboration, brand consistency, and ability to pivot and adjust design quickly based on business needs

Project Highlight: Customer Help Portal

This project not only improved the overall experience of providing self-help for our customers but also was part of the overall business initiative to decrease our call center contacts.

Accomplishments

  • Complete redesign of the customer help portal
  • Audit and overhaul knowledgebase
  • Enhanced User Experience (e.g., improved navigation, responsive design)
  • Project delivered within time and budget

Results

  • Customer satisfaction rating of the new customer help portal rating increased to 4 (satisfied) out of 5, where previously it had a rating of 1 (very dissatisfied)
  • Call center reduction targets beat/met for the following contact types
    • Update Account Info: 20%
    • Payment: 10%
    • Balance Inquiry: 15%
    • Move: 10%

Strategic Initiative Highlight: Online Shop

The objective of this initiative was to create another revenue stream via justenergy.com, by providing customers with an integrated and seamless experience purchasing non-commodity products. I spearheaded this as the Product Manager, leading a cross-functional team to design and develop within a two-month time frame.

Challenges

Technology

  • Custom theming of Shopify
  • Integration and Security needs with justenergy.com
  • Single sign-on

User Experience

  • Seamless experience browsing and purchasing non-commodity and commodity products
  • Order fulfillment by Just Energy employees

Accomplishments

  • Reached 100% of sales goals of ecobee products within the first month of launch
  • Contributed positively to our Vitality Index, increasing non-commodity revenue
  • Provided the ability to easily upsell value-added products to customers through our Customer Service and Sales teams

Notable Hands-on Tools Utalized

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