MySCE

Simple. Elegant. SCE’s first customer-facing app in a decade was designed to leverage the phone’s technology and to be an MVP to build upon.

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My Role
UX Lead, overseeing two UX Designers & Visual Designer. UX Strategy.

Deliverables
Flows, Wires, Mockups, Prototypes, Training Document

The Business Problem

For technical reasons, SCE's exisitng mobile app had been dismantled and thus, customers were no longer able to self-service by performing the most basic tasks.

And customer satisfaction scores reflected it.

Our Goals

Under a very quick timeline, we needed to replace the dated mobile app with an MVP that allows customers to self-serve their most frequent tasks. All while increasing customer satisfaction and reducing call center call volume.

Discovery

Fortunately, we had years of user research under our belts that we could reuse, with things like personas and journey maps.

Flow Diagrams

We created flows for each process as part of the app. Below is a sample of the way I like to do flows: with representations of actions and content.

The Wires

Our original wires deck was a features guide so our stakeholders could have a full understanding of scope without having a separate scope document.

That said, in the last few years we no longer create specification documents in favor of using a handoff tool (like Zeplin) and detailed user stories.

Multi-account home page

Pay bill screen

Settings screen

Along with abbrieviated user testing

During the wires phase, we also sat down with a handful of users to get their feedback. And at points we also performed guerrilla testing to get feedback on new interactions.

The Prototype

I find that putting together a prototype sooner than later helps me communicate the experience, along with preliminary interactions, so much faster than showing stakeholders or users simple wires or mockups. My preference is Axure, because it’s more robust, but Figma, Invision, or Adobe XD prototypes have their place as well.

The prototype was complete enough to use for in-lab user testing with real SCE customers.

User Testing

In addition to smaller, more frequent guerrilla testing performed during the design phase, we performed a more formal in-lab user testing session using a prototype I built. Because I have a research background, I usually advise our user researchers on test cases and often methodology.

Visual Design

I led visual design with one designer. With this project, I created a new aesthetic, along with accompanying style guide.

MySCE Home Page

Pay Bill

Billing History

Report an Outage
Map

Animations

Designing and building animations is something I enjoy. Below are several options of an animated logo for the welcome screen, as well as a custom loader, which has been used as a branded element on subsequent products.