Project Overview

Client: Pedernales Electric Cooperative (PEC)

Objective: Enhance the PEC website to improve user experience, streamline navigation, and facilitate better communication between PEC and its members regarding essential services such as billing, power outages, and safety information.

Project Goals

1. Redesign Website Look and Feel: Update the visual design to create a modern, user-friendly interface.
2. Restructure Content: Organize content to enhance accessibility and user navigation.
3. Improve User Navigation: Simplify the site structure to ensure easy access to critical information.
4. Mobile App Design: Develop a mobile application to offer users convenient access to PEC services on-the-go.
5. Better Outage Map Service: Source and integrate an improved outage map service for real-time updates and better customer service.

Challenges

• Outdated Design: The previous website had an outdated look and feel, making it difficult for users to navigate and find information quickly.
• Complex Navigation: The site structure was complicated, leading to frustration among users trying to locate essential services.
• Inadequate Outage Map: The existing outage map service was not providing timely and accurate information to users.
• Mobile Accessibility: There was a need for a mobile app to cater to users who prefer accessing services via their smartphones.

Solutions

1. Stakeholder Engagement: Conducted comprehensive stakeholder meetings to understand the specific needs and pain points of PEC members, staff, and other stakeholders.
2. Design Overhaul: Created a new, visually appealing design that reflects PEC’s brand identity and enhances user engagement.
3. Content Restructuring: Organized content into logical categories and streamlined the site structure to improve accessibility and navigation.
4. User-Centric Navigation: Developed a user-friendly navigation system with intuitive menus and quick links to critical services.
5. Mobile App Development: Designed and launched a mobile app to provide users with seamless access to PEC services, including account management, outage reports, and bill payments.
6. Enhanced Outage Map: Partnered with a leading outage map service provider to offer real-time, accurate information about power outages, restoration times, and safety updates.

Implementation

1. Stakeholder Meetings

   • Engaged with various stakeholders through workshops and surveys to gather insights and requirements.
   • Identified key areas for improvement and prioritized features based on user feedback.

2. Design and Development

   • Developed wireframes and prototypes for the new website and mobile app.
   • Conducted user testing to refine designs and ensure usability.
   • Implemented the new design using responsive web design techniques to ensure compatibility across devices.

3. Content Strategy

   • Audited existing content and identified areas for consolidation and improvement.
   • Created new content focused on user needs, such as detailed guides on billing, outage reporting, and safety tips.
   • Ensured content was accessible and easy to understand, with bilingual support for English and Spanish speakers.

4. Technical Enhancements

   • Integrated the new outage map service, ensuring it provided timely and accurate updates.
   • Enhanced the backend system to support the new site structure and features.
   • Developed the mobile app with features such as push notifications for outages, easy bill payment options, and quick access to support.

5. Testing and Launch

   • Conducted extensive testing, including functional, usability, and accessibility testing.
   • Launched the redesigned website and mobile app, ensuring a smooth transition for users.
   • Provided training for PEC staff to manage the new website and app effectively.

Results

• Improved User Experience: Users reported a significantly better experience navigating the new website and mobile app.
• Increased Engagement: Enhanced design and streamlined content led to higher user engagement and satisfaction.
• Efficient Communication: The new outage map service provided accurate, real-time updates, reducing user frustration during power outages.
• Mobile Accessibility: The mobile app received positive feedback for its ease of use and the convenience it offered to users.