SRP My Account
- Situation
- Update SRP’s My Account portal for all customers (both residential and commercial, as well as Power and Water users)
- Main Tasks and Goals
- Improve accessibility and usability, remove redundancies and ROT, make tasks more efficient
- Responsive website, ensure all processes can be easily managed on both desktop and mobile
- Self serve, make payments, check usage, report outages, manage account
- Used Material Design (version 3 of Material-UI) as foundation
- Solution
- Worked with multiple rounds of users to test and provide feedback on task efficiency and features
- Provided brief, relevant, and time-sensitive data on Dashboard page
- Users can manage multiple aspects of their account (from subscribing to email and text alerts, to signing up and adjusting their enrolled programs)
- Recognition
- Based on internal analytics, improved overall customer satisfaction from 65% (redesign launch) to 85% (early 2022)- setting a new high for the My Account Portal since analytics began being gathered.
- Per J.D. Power 2024 Utility Digital Experience Study, SRP provided a digital experience with an overall satisfaction score (653) nearly 50 points higher than national average (594), ranking #2 overall.