Build a surveying tool that has pathways for all of NRG Energy brands.

Where NRG energy customers can fill out the surveys while for NRG’s internal staff it makes feedback collection, analysis, understanding customer perception and action-taking simple enough.

Industry

B2C, B2B

Client

NRG Energy

Timeline

June - September

Services

Product Design, Design System

Platform

Web App

My Role

UX/UI Designer

NRG Energy, Inc. has gained its prestigious reputation of being the leading North American energy and home services company dedicated to helping you power, protect, and intelligently manage your home or business, it provides approximately 50,000 megawatts of generation capacity to nearly 3 million customers.

Designed their web application for their customers and internal team member.

  • Customer’s are the NRG Energy’s retail users. They should easily fill out and submit survey via mobile, or laptop.

  • As for the company’s internal staff, designed a dashboard they can use this product to create, send, track, analyze and a manage surveys. Even added advanced features like more data types questions type to collect data, Question branching (conditional logic) to provide a personalized experience and data visualization to better data analysis.

  • More importantly created a intuitive, friendly interface that is easier for employees, also when expanding to other brands it doesn’t take much effort to educate other employees.

Project Overview

Problem Statement

The primary approach to handle user need has been usability testing. While this method has provided some valuable result visualizing customers mental model. However, there has been uncertainty with generalizability of these finding to a broaden consumer base. Saying that, we currently lack a dedicated tool to measure user perception and test prototypes on larger scale.

Goals

primary With such tool in place, a variety of studies could be conducted in house

  • User Perception - Understanding customers’ thoughts on products

  • Saving money from purchases other public tools

  • Validating Qualitative Research - having qualitative user research

  • Faster Testing Process

  • Creation of participation database

    What should the tool do:-

  • A dedicated dashboard with intuitive navigation to create surveys and that has pathway to all NRG brands

  • Export the data to excel sheet and pdf

  • Creating graphs and data visualization and also accommodate change of format for data visualization

  • Conditional Branching - To provide a user with Personalized flow

Methodology

Design Sprints

We conducted design sprints to facilitate collaboration cross-departments. Product Designers, Product Managers and Creatives contributed their fresh ideas in this sprint. The purpose of these sprints is to align everyone on the same goal—To improve our consumer experience by solving our user's problems today.

Flow

We mapped each archetype to their user flow on the website, shown on the right side. We develop ERD diagram as well to sync the developer in, shown on the left side.

Sketches

I sketched multiple user flows to visualize ideas quickly. My focus at this stage is to diverge first, converge later. Here are some early sketches of the Brand page.

Early Designs

A early wireframes, mid-fidelity designs and drafts. The designs have went through at least 10-15 iterations per screen. It is due to several reasons: Change in business direction, shift in product roadmap or simply to improve the user experience. (Images are low resolution for feature privacy)

Design System

Final Designs

Login Page

Dashboard Page

Survey Creation Page

Question Branching Feature

Results

Future

Bug fixes

For a project of this scale, even though we have already fixed plenty of bugs before public release, there are bound to be minor bugs.

Post-launch optimization

This is a crucial next step for every UX improvement or product launch. With informed, actionable insights, we are able to design a better experience for our consumers.

Continue to design better experiences

To follow through our product roadmap and continue to stick to our design principles.