ROLE
Product Designer
TIMELINE
2025
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
PROBLEMS
Repeated questions drove call center volumes up
53% of call center complaints are centered around billing confusion
Important information split across different pages
When customers went to pay their bill, information was fragmented
PROTOTYPING
Bill Simplification
Easier to understand bills, through web, mobile, and physical copy
No more digging through records for bills
Documents stay with Entergy alongside updates and processes
PROTOTYPING
Data Visualization
Finding the metrics users wanted displayed in real-time was complicated, as well as figuring out which method of data visualization would be most effective. I drafted different versions of line charts, bar graphs, and pie charts depending on the data depicted, as well as different iterations of metrics in designs.
SOLUTION
Landing on the Final Solution
Early on, I assumed giving users the ability to drill down into data was the solution. But as I dug deeper, I realized the real challenge was deciding which types of data users needed a detailed view of vs. a summarized view.
REFLECTION
Focusing on Key Flows
Validating assumptions early can prevent building solutions on an incomplete understanding of user needs