Redesigning Entergy's mobile billing experience
Role
Product Designer
Timeline
2026
Team
Impact
Design Outcomes
Increased self‑service completion by 25% through end‑to‑end billing redesign
Owned featuers that reduced call center volume 19.5%
Conducted quantitative and qualitative research to inform design decisions
Problem
Paper bills drive up costs
Each time a customer requests a paper bill instead of digital enrollment, it costs $1.27 per bill or invoice sent. Having over 3 million customers across Arkansas, Texas, Louisiana, and Mississippi, every bill matters.
Previous Design
Typography & Information Hierarchy
Previous billing and payment method flows
Insights
Important billing information is unclear
53% of call center complaints are centered around billing confusion.
Distrust drove customers back to paper
When the e-bill didn't earn trust, users requested physical copies, each one adding avoidable cost.
Design Iterations
Prototyping with AI Tools
I started by gathering references for mobile billing design patterns and hierarchy.
Mobile billing & payment references
When applying design references, LLMs often copy elements I don’t want them to, such as color, iconography, and typography. With some prompt engineering, I was able to steer it away from this behavior.
Looking at this modal, you'd assume that "Payment Method" and "Add Payment Method" are of equal importance based on typographic hierarchy.
When in reality most customers already have a pre-existing Payment Method, leading me to change "Add payment method" to secondary.
Final Prototype
Design Solution
From there, I refined the visual design and UI to feel more modern and align with Entergy’s brand identity.
Submitting a payment
Changing your payment method
Because users select this action frequently, I gave it a snappy, fast animation using Jitter.