Power Tracker
This tool gives critical information during storms and bad weather to the customers of a big energy company. It relays the latest data about emergency events and the status of power outages.
Power Tracker
Solutions for Weathering the Storm Together
A major energy provider is concerned about giving its customers the highest level of service possible at all times, but especially so during storms and emergency situations.
In the state of Florida hurricanes are a yearly concern during storm season, when dangerous weather conditions can appear at any time. Whenever there's a weather emergency affecting any part of the state, the whole company switches over to Storm Mode. Their number one priority then becomes restoring power to the millions of homes and businesses they serve.
When storms hit, the top problem customers face is power outages. Without power they can't find out what's happening, or when things will return to normal. Especially during power outages customers need proactive communications, easy to understand guidance on dealing with emergencies, reliable and supportive customer service, and timely status information.
The company strives to help during times like these, but that is also when customer service phone lines get overwhelmed, and teams from diverse areas are redirected to support tasks, and tested to their limits. This new Power Tracker tool helps keep customers informed, and gives them a lot more information than they have been able to get in the past.
The project was developed working closely with cross-functional teams including customer service, engineering, field operations, digital experience, and marketing.
Role: Interaction Designer
Challenge
Every year, Floridians face many challenges and uncertainties during storm season, including power outages, flooding, downed wires, safety risks, and communication gaps. The goal of this project is to provide accessible, timely, and effective information during events like these. In so doing, the company wants to increase safety and reduce disruptions to the lives of customers.
The goal is to create a comprehensive, user-friendly tool that offers real-time outage tracking, proactive storm-related notifications, and emergency preparedness information.
The tool features power outage maps, estimated restoration times, backup power recommendations, and safety tips. It provides emergency contacts, and the ability to relay messages directly to response teams. Customers can easily access support information, report issues, and receive updates via mobile app, website, or SMS.
Customers can now also get the location of emergency relief stations in their area, and restoration teams on the field can access critical information such as the location of staging sites, or the status of relief crews.
Approach
Customers are very familiar with weather maps used by TV reporters to display the latest weather conditions. That mental model inspires and sets the direction for this tool. Whereas the weather news reports on climate conditions, this tool focuses on reporting about power outages, the number of people affected, and projected restoration times. Outage and emergency data is visualized in a simple and familiar way.
Power users are another key customer segment for this tool. As a trusted energy advisor, local news channels throughout the state depend on this tool for live broadcasts, to report the latest information on outages, restoration times, and the number of people affected. The tool must display equally well on a mobile device, a desktop computer, or on a large touchscreen. Storm crews and an army of volunteers also use the tool to stay updated of internal communications, and informed of the location of staging and relief stations.
A mix of research methods is employed throughout the user experience design process, including feedback received by customer service teams, analysis of web traffic patterns, customer surveys, usability evaluations, and observational data. Valuable insights are gained to inform decisions taken by the main stakeholders.
Keeping You Safe, Connected, and Informed Through the Storm
How might we help our customers during storms and outages?
The company has millions of residential and business customers. Two general use cases are prioritized strategically, users without reliable power on mobile devices, and weather reporters broadcasting power outage information on very large touchscreens.
Customers can locate relief sites near them. Other services available at some of these sites include first aid, free drinking water, ice, and mobile charging stations.
The welcome screen provides access points to the most common queries by customers. Additional information and more in-depth searches are available within a couple of taps or clicks. Making the interface usable and accessible on mobile devices takes into account that users may be on the move, or not have reliable shelter at the moment.
Essential data is shared with simple and easy visuals. Affected areas are shown in red, staging and relief sites are marked clearly, and the number of power outages in each area is displayed.
The tool can be made to display variable sets of information, depending on the status and intensity of the storm. When in Storm Mode, the company shares more data about restoration progress and weather conditions. For relief locations on the map, the interface can display specific services available at each site.
Critical information about a relief site includes hours of operation, map links, and a list of the types of services available at that location.
Power outage information is segmented by county and region. Customers can drill down into their general location, then search the map for detailed information about their specific area. Weather experts can use the aggregated data to report on outages and expected restoration times for whole counties and regions of the state.
Outcomes & Impact
The top outcome that is desired for all types of customers is increased personal safety and preparedness during storms. The company expects to see increased user interaction with the tool’s features, and reduced customer calls and inquiries due to better information accessibility. More customers are expected to report higher customer satisfaction and trust in the company during emergencies, and engage with real-time updates and interactive features on the tool.
This design approach is expected to produce an increase in customer satisfaction, measured via usability and Customer Satisfaction Score. It will also yield increased engagement with real-time outage updates, notifications, and interactive maps. Growing use of other features such as wire-down and outage reporting by customers is also expected. Some ideas for future exploration include allowing customers to upload their most impressive storm pictures.
A top insight gained on this project is that proactive information empowers customers, because when they have reliable, real-time information, they feel more in control and less anxious during power outages. Also, simplified and accessible information lessens the burden on customer service. Above all, a user-friendly, accessible interface designed for ease of use improves both customer engagement and the overall safety experience.
View of the tool as implemented, post design process. Several elements of the proposed design were considered valuable to customers, and implemented without delay.
Hi, I'm David Rovira
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I help teams achieve more in less time, with facilitated collaboration. I'm a UX, product, and interaction designer and facilitator.
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