Newfoundland Power
Newfoundland Power needed help to handle their overwhelming, outdated site. They didn't have a proper structure to host a plethora of content. Customers struggled to navigate and understand their account details. Plus, their poor handling of outages was leaving lots of customers in the dark. Literally.
Client
Newfoundland Power
Year
2018 - 2019
Agency
OnX Canada
Role
Sr. UI / UX Designer
We brought new found energy to their site. Starting with a revised information architecture. Special attention to the critical user experiences like account management and outage assessment. Plus, a fresh look and feel that sparked a brand refresh for the entire company. Their revised Home Page, featured easy to access areas that users needed quick access to, such as Account information and Outage reports.
Objectives
Audit and re-architecure the entire site map and navigation to make it easier for users to locate content.
Improve user experience by enhancing outage reporting, customer account details, billing, and profile.
Increase accuracy in the outage map so that customers can see if their specific area is out.
Create a powerful dark site to provide simplified and targeted information during frequent storms, massive outages, and emergency situations.
Design a responsive layout that finally enables Newfoundland citizens to view the site on mobile.
Adopt new brand standards, colours, logos and typography. Establish a new component library and web brand guideline.
Information overload
A lack of structure was littering the website with an overwhelming amount of content. Much of the content no one was looking for. Yet, the content that customers expected, no one could find. Job number one, was figuring out the information architecture.
We revised the navigation from seven sections to five. Many pages merged together to create richer content experiences. Especially in the areas of ‘Safety’ and ‘Business Services’, where knowledge was important. The more active area’s such as ‘My Account’ and ‘Outages’ got a simple and direct approach. Despite so many different area’s needing to covered, we were able to pin-point the best entry points for all customers needs, and direct them in an intuitive way to their goal. Case in point, ‘Billing History’ which proved popular, but hard to find, got it’s time to shine on a logged in home page.
Giving Newfoundland Power more space and energy.
We created a new brand for the website with new fonts and colors to give it a modern and clean look. The design was developed with a focus on simplicity and usability, making it easy for customers to access the information they need.
Designing for the people of Newfoundland.
Newfoundland is known for their powerful storms, making major power outages frequent.
The outages section was a key area of focus for the site. We needed to give customers comfort during any noted power disruptions. The site even had a way to simply transform during emergency situations to give users the dire information they require.