Project Name:
PG&E App
Role:
Team Lead, Visuals, Interaction
Type of Project:
Mobile App
Objective
Design a user-friendly mobile app interface for PG&E
customers, aimed at providing seamless access to account
information and services on mobile devices. The project
focused on translating PG&E’s website functionalities into a
streamlined mobile experience, ensuring users could manage
their accounts effortlessly and efficiently from anywhere.
Concept
With an increasing need for mobile accessibility, this project
sought to bring PG&E’s web services to a compact, intuitive app
tailored to the needs of on-the-go customers. Focusing on
simplicity and ease of navigation, the design prioritizes quick
access to essential features, including billing, usage tracking,
and outage alerts. By streamlining complex information into a
mobile-first format, the concept centers around reducing
customer friction and enhancing the overall utility of PG&E’s
services in a digital-first world
Above, we analyze the PG&E website to understand the user experience and identify key features that would benefit from mobile accessibility, such as bill
payments, gas leak reporting, and power outage monitoring. By leveraging the structure of the web version as a foundational blueprint, we can effectively
translate these functionalities into a streamlined mobile app tailored to the needs of PG&E’s customers.
Pain Points
Difficulty Accessing Account Information on the Go
Customers may find it inconvenient to log in to the full
PG&E website on their phones to access account details,
like billing or usage.
Limited or Delayed Notifications for Outages or Issues
Customers often rely on emails or web notifications for
updates on power outages or service disruptions, which
may be delayed or missed.
Complex Process for Reporting Issues (e.g., Gas Leaks, Power
Outages)
Reporting issues through the website or phone calls can
be time-consuming and confusing, especially in urgent
situations.
Lack of Centralized, Easy Access to Billing and Payment Options
Customers may struggle to manage their bills, view
payment history, or set up autopay due to complex web
navigation or limited mobile-friendly options.
Personas
Task 1:
Logging In
The app’s login screen will mirror the website, offering users the
option to sign into their accounts with a username and
password or to create a new account if they’re registering for
the first time. However, unlike the website, the app will not
feature one-time access since users can now take advantage of
their phone’s Face ID feature for faster, more secure logins.
One of the key advantages of the mobile app is its ability to
utilize smartphone capabilities like Face ID and password
saving, enabling users to access their accounts instantly
without needing to remember login details. This seamless
experience simplifies account access, making it quicker and
more convenient than ever.
Task 2:
Changing Your
Plan
Users can easily navigate through an array of PG&E plan options
tailored to meet diverse needs, viewing details like rates,
benefits, and usage requirements.
With a few taps, users can compare plans side-by-side to
determine which best suits their lifestyle or energy goals. Once
they’ve made a choice, switching plans is quick and seamless,
instantly updating their account.
To help users make informed decisions, the app may also
feature a "Suggested Plans" section based on past usage
patterns or preferences. This makes finding the perfect plan
simpler, while ensuring users feel confident about their
selection.
Task 3:
Viewing your
Bill
The app was designed with one primary goal in mind: making it
easier for users to manage and pay their PG&E bills. The user
dashboard keeps bill information front and center, so users can
see their outstanding balance, due date, and make payments
immediately upon opening the app—no need to search for
details.
In addition to quick payments, users can explore a range of
options in the “Payment Options” and “Service Requests”
menus. They can view past bills, including detailed breakdowns
of charges, payment timelines, and processing statuses. For an
even more comprehensive view, users can access a PDF of
their full bill, offering a clear, complete record of their billing
history.
This streamlined experience ensures users have all their billing
information readily available, making payments and account
management straightforward and hassle-free.
Task 4:
Getting Outage
Updates
Another key feature of the app is real-time access to power
outage information. Users can quickly check the status of
power outages in their area, receive updates on restoration
times, and confirm whether their home is affected. In case of an
outage, users will have the latest information on estimated
restoration times, ensuring they stay informed during any
disruptions.
Beyond power outages, the app offers guidance on handling
other emergencies, such as downed power lines or gas leaks.
With emergency resources readily available, users can view
safety tips and instantly access the correct contact numbers
for reporting issues, keeping vital support at their fingertips
when they need it most.
