Enercare Billing Portal
Transformative UX/UI experience for 1M+ customers
Role
Lead UX/UI Designer
Timeline
11 Months
Impact
1M+ customers served
Project Summary
Facing the transition from Enbridge billing to direct billing from Enercare, the imperative for a new billing portal arose. With over 60 years of legacy serving more than 1 million customers, Enercare needed a seamless user experience (UX) and intuitive user interface (UI) to ensure customers could manage their bills directly with confidence.
The core emphasis was on delivering a user-friendly interface that would integrate seamlessly into customers’ daily routines, prioritizing elevated UX/UI to enhance customer satisfaction through an intuitive and visually appealing platform.
The Challenge
- How to ensure users understand how to pay and manage their bills effectively
- Making the transition easy with simple UI accessible to all age groups
- Users transitioning from Enbridge needed to find familiarity and ease
- Short timeline requiring designs that are easy for the dev team to implement
- Conducting effective testing within limited time constraints
Business Goals
Clear Information Hierarchy
Highlight the most important billing details and payment options
Improve Content Visibility
Reduce page scrolling and improve access to important billing information
Enhanced Content Clarity
Make it easier for customers to understand their bills and payment process
Accessibility & Legibility
Improve readability and usability for a diverse for a broad and diverse customer base
Design Process
Design System
Color Palette
Primary
#DA1B27
Secondary
#0F2240
Third
#1E3D70
Neutral
#F4F5F6
Accent / CTA
#FF8000
Text
#212121
Typography
Sans-Serif (Primary Font)
Clean, readable font used for headings, UI elements, and body text
(Likely Helvetica Neue / Arial / system sans-serif)
Enercare Grotesk, serif - Body Text (Secondary Font)
H1 Bold
36px / 2.25rem
H2 Semibold
28px / 1.75rem
Body Regular
16px / 1rem
Key Solutions
User-Centric Design Approach
Adopted a design philosophy ensuring the interface is intuitive for users of all age groups, with universal icons and visual cues minimizing reliance on text instructions.
Universal Icons and Visual Cues
Incorporated universally understood icons and visual cues to aid navigation, making the billing process intuitive regardless of technical expertise.
Comprehensive User Testing
Conducted user testing across various age groups to identify and address usability issues, ensuring a universally friendly UI that works for all customer segments.
Results & Impact
Users benefit from clear communication channels, interactive tutorials, and accessible help resources, ensuring straightforward bill payment and management..
Universal design approach with demographic-based testing created an intuitive interface accessible to all age groups
Enbridge users experienced smooth transition with streamlined onboarding and familiar interface elements.
Agile design approach and simplified documentation enabled rapid development within tight timeline constraints.
Key Learnings
- User-centric design approach is essential when dealing with diverse demographics in utility services
- Universal design principles significantly improve accessibility and user satisfaction across age groups
- Rapid prototyping and iterative testing are crucial for tight timeline projects
- Clear communication channels and help resources reduce support burden and improve user independence
Conclusion
The Enercare billing portal project demonstrates how strategic UX/UI design can successfully navigate complex industry transitions. By prioritizing user experience and maintaining a commitment to customer-centric solutions, Enercare has established a new standard within the utilities sector.
The implementation of clear communication channels, intuitive design patterns, and comprehensive accessibility measures has not only met but exceeded user expectations, ensuring a smooth transition into the new billing era while positioning Enercare as an industry leader in customer experience.
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