Teco Electric
Transforming Tampa’s Power
Transforming TECO's utility billing: How strategic design thinking simplified 7 core components, enhanced understanding for 800,000+ customers, revolutionized bill comprehension, and established new standards for utility communications through user-centered design.
Role
UX Designer
Team
Enterprise Design
Timeline
Jan 2022 - Apr 2022
Scale + Impact
k+
Customers Served
%
Increase in Bill Comprehension
%
Reduction in Billing Related Inquiries
Overview
Business Context
As Florida's largest utility provider serving over 800,000 customers, TECO Electric's billing system represents their most crucial customer touchpoint, processing millions of communications annually. Despite their market leadership, their billing experience had become a barrier to customer understanding, driving high support costs and frustration across both residential and commercial segments.
As Florida's largest utility provider serving over 800,000 customers, TECO Electric's billing system represents their most crucial customer touchpoint, processing millions of communications annually. Despite their market leadership, their billing experience had become a barrier to customer understanding, driving high support costs and frustration across both residential and commercial segments.
As Florida's largest utility provider serving over 800,000 customers, TECO Electric's billing system represents their most crucial customer touchpoint, processing millions of communications annually. Despite their market leadership, their billing experience had become a barrier to customer understanding, driving high support costs and frustration across both residential and commercial segments.
Current Challenges
Unmasking Critical Pain Points
Key Issues Identified
The existing bill design suffered from fundamental flaws in its organization and presentation, creating significant barriers for customers trying to understand their utility usage and charges. These usability challenges directly impacted both customer experience and operational efficiency, demanding a complete transformation of the billing experience.
The existing bill design suffered from fundamental flaws in its organization and presentation, creating significant barriers for customers trying to understand their utility usage and charges. These usability challenges directly impacted both customer experience and operational efficiency, demanding a complete transformation of the billing experience.
The existing bill design suffered from fundamental flaws in its organization and presentation, creating significant barriers for customers trying to understand their utility usage and charges. These usability challenges directly impacted both customer experience and operational efficiency, demanding a complete transformation of the billing experience.
Complex Information Structure
Suboptimal layout and poor information flow
Fragmented information architecture hindering understanding
45% of support calls related to bill comprehension
Suboptimal layout and poor information flow
Fragmented information architecture hindering understanding
45% of support calls related to bill comprehension
Suboptimal layout and poor information flow
Fragmented information architecture hindering understanding
45% of support calls related to bill comprehension
Limited Visibility
Critical information buried in dense content
Essential details lost in overwhelming documentation
Key data points difficult to locate quickly
Operational Impact
High volume of billing-related service calls
Delayed payment processing
Increased customer frustration
Inconsistent Design
Lack of unified visual language
Inconsistent formatting across sections
Variable presentation of similar information types
Current Bill Analysis
Page-by-Page Assessment
Page 1
Page 2
Page 3
Page 4
Page 1 | Front of Bill
Breaking Through the Noise:
Header & Marketing Conflicts
Social media links and marketing messages compete with critical account information
Redundant payment information appears twice, creating confusion and visual clutter
Essential account details lost amid promotional content
Page 1
Page 2
Page 3
Page 4
Page 1 | Front of Bill
Breaking Through the Noise:
Header & Marketing Conflicts
Social media links and marketing messages compete with critical account information
Redundant payment information appears twice, creating confusion and visual clutter
Essential account details lost amid promotional content
Page 1
Page 2
Page 3
Page 4
Page 1 | Front of Bill
Breaking Through the Noise:
Header & Marketing Conflicts
Social media links and marketing messages compete with critical account information
Redundant payment information appears twice, creating confusion and visual clutter
Essential account details lost amid promotional content
Process & Methodology
From Deconstruction to Delivery
This transformation approach followed a structured three phase methodology to ensure comprehensive problem solving and effective implementation.
This transformation approach followed a structured three phase methodology to ensure comprehensive problem solving and effective implementation.
This transformation approach followed a structured three phase methodology to ensure comprehensive problem solving and effective implementation.
Phase 01 | Breaking Down the Blueprint
In approaching TECO's bill redesign, the first crucial step was to deconstruct the existing bill into its fundamental components. This breakdown allowed for a detailed analysis of each element's purpose, effectiveness, and relationship to user needs. By isolating individual components, patterns of redundancy and opportunities for improvement became clearly visible.
In approaching TECO's bill redesign, the first crucial step was to deconstruct the existing bill into its fundamental components. This breakdown allowed for a detailed analysis of each element's purpose, effectiveness, and relationship to user needs. By isolating individual components, patterns of redundancy and opportunities for improvement became clearly visible.
In approaching TECO's bill redesign, the first crucial step was to deconstruct the existing bill into its fundamental components. This breakdown allowed for a detailed analysis of each element's purpose, effectiveness, and relationship to user needs. By isolating individual components, patterns of redundancy and opportunities for improvement became clearly visible.
Deconstruction
Component Identification: Mapping all existing elements of the bill
Function Mapping: Understanding the purpose of each component
Hierarchy Analysis: Examining the relationships between elements
Analysis
Information Hierarchy: Evaluating the importance and priority of each element
Visual Prominence: Assessing current visual weight and placement
User Relevance: Determining value to different user segments
Optimization
Payment Clusters: Consolidating and streamlining payment information
Usage Presentation: Enhancing consumption data visualization
Service Information: Clarifying service details and charges
Current State Components
Component Categories Identified
The Systematic Breakdown
Through systematic analysis of the original TECO bills, clear patterns emerged leading to identifying core component categories. This breakdown laid the foundation for developing the current state components.
Through systematic analysis of the original TECO bills, clear patterns emerged leading to identifying core component categories. This breakdown laid the foundation for developing the current state components.
Through systematic analysis of the original TECO bills, clear patterns emerged leading to identifying core component categories. This breakdown laid the foundation for developing the current state components.
Payment Information (Pay Stub)
Critical transaction elements
Account authentication details
Payment method options
Payment Information (Pay Stub)
Critical transaction elements
Account authentication details
Payment method options
Payment Information (Pay Stub)
Critical transaction elements
Account authentication details
Payment method options
Cost Structure
Charge breakdowns
Rate applications
Visual cost representations
Cost Structure
Charge breakdowns
Rate applications
Visual cost representations
Cost Structure
Charge breakdowns
Rate applications
Visual cost representations
Information Architecture
Contact/Understanding documentation
Educational materials
Reference guides
Information Architecture
Contact/Understanding documentation
Educational materials
Reference guides
Information Architecture
Contact/Understanding documentation
Educational materials
Reference guides
Customer Segments
Residential templates
Commercial layouts
Service-specific variations
Customer Segments
Residential templates
Commercial layouts
Service-specific variations
Customer Segments
Residential templates
Commercial layouts
Service-specific variations
Account Summary
Usage overview
Historical data
Promotional integrations
Account Summary
Usage overview
Historical data
Promotional integrations
Account Summary
Usage overview
Historical data
Promotional integrations
Specialized Programs
Budget billing options
Solar program details
Program enrollment information
Specialized Programs
Budget billing options
Solar program details
Program enrollment information
Specialized Programs
Budget billing options
Solar program details
Program enrollment information
Component Categories Identified
Phase 2 | A Customer Centered Transformation
IBM, Tampa Electric and Peoples Gas (TECO) partnered in a virtual Co-Creation Enterprise Design Thinking workshop to reimagine the utility bill experience. The session brought together IBM and utility staff alongside actual customers with one clear goal: transform a complex document into an intuitive communication tool.
Using IBM's Enterprise Design Thinking framework, participants bridged research insights with practical solutions through hands-on exercises and direct customer feedback. The workshop mantra quickly became "The simpler the first page, the better," reflecting the focus on balancing comprehensive information with
IBM, Tampa Electric and Peoples Gas (TECO) partnered in a virtual Co-Creation Enterprise Design Thinking workshop to reimagine the utility bill experience. The session brought together IBM and utility staff alongside actual customers with one clear goal: transform a complex document into an intuitive communication tool.
Using IBM's Enterprise Design Thinking framework, participants bridged research insights with practical solutions through hands-on exercises and direct customer feedback. The workshop mantra quickly became "The simpler the first page, the better," reflecting the focus on balancing comprehensive information with
IBM, Tampa Electric and Peoples Gas (TECO) partnered in a virtual Co-Creation Enterprise Design Thinking workshop to reimagine the utility bill experience. The session brought together IBM and utility staff alongside actual customers with one clear goal: transform a complex document into an intuitive communication tool.
Using IBM's Enterprise Design Thinking framework, participants bridged research insights with practical solutions through hands-on exercises and direct customer feedback. The workshop mantra quickly became "The simpler the first page, the better," reflecting the focus on balancing comprehensive information with
Workshop Activities
Persona Review
Persona Review
Persona Review
Participants were asked to review their group's persona to ensure the remainder of the activities were completed in the eyes of their persona
Participants were asked to review their group's persona to ensure the remainder of the activities were completed in the eyes of their persona
Participants were asked to review their group's persona to ensure the remainder of the activities were completed in the eyes of their persona
Pain Points
Pain Points
Pain Points
Thinking about their persona, participants were asked to capture pain points the persona may experience with their current paper bill. Afterwards, the group talked through key themes across the pain points,
Thinking about their persona, participants were asked to capture pain points the persona may experience with their current paper bill. Afterwards, the group talked through key themes across the pain points,
Thinking about their persona, participants were asked to capture pain points the persona may experience with their current paper bill. Afterwards, the group talked through key themes across the pain points,
Component Voting
Component Voting
Component Voting
Each group reviewed various components pulled from the existing TEC/PGS bill as well as other utilities. The group voted on which component they liked the most and discussed what they liked about the component.
Each group reviewed various components pulled from the existing TEC/PGS bill as well as other utilities. The group voted on which component they liked the most and discussed what they liked about the component.
Each group reviewed various components pulled from the existing TEC/PGS bill as well as other utilities. The group voted on which component they liked the most and discussed what they liked about the component.
Build The Bill
Build The Bill
Build The Bill
Thinking through the various pieces: of the bill, the group began building their own bill. The participants discussed what should be on each. page, where it should be located on the page, and how might they display the information.
Thinking through the various pieces: of the bill, the group began building their own bill. The participants discussed what should be on each. page, where it should be located on the page, and how might they display the information.
Thinking through the various pieces: of the bill, the group began building their own bill. The participants discussed what should be on each. page, where it should be located on the page, and how might they display the information.
Component Discussion
Component Discussion
Component Discussion
Expanding on the Build the Bill activity, participants reviewed a bank of components derived from user research and leading utility bill examples. They then discussed what they liked and did not like for each component.
Expanding on the Build the Bill activity, participants reviewed a bank of components derived from user research and leading utility bill examples. They then discussed what they liked and did not like for each component.
Expanding on the Build the Bill activity, participants reviewed a bank of components derived from user research and leading utility bill examples. They then discussed what they liked and did not like for each component.
Playback & Reflections
Playback & Reflections
Playback & Reflections
At the end, one customer shared their groups thoughts around each component and key points on their newly designed paper bill.
At the end, one customer shared their groups thoughts around each component and key points on their newly designed paper bill.
At the end, one customer shared their groups thoughts around each component and key points on their newly designed paper bill.
Key Customer Personas
Residential Users
Dave | Residential Gas
Dave | Residential Gas
Dave | Residential Gas
Traditional customer focusing on bill clarity and cost management
Traditional customer focusing on bill clarity and cost management
Traditional customer focusing on bill clarity and cost management
"I want to be able to see my past usage to easily compare my bill" and "What is contributing to the largest part of my gas bill and what are options to manage it?"
"I want to be able to see my past usage to easily compare my bill" and "What is contributing to the largest part of my gas bill and what are options to manage it?"
"I want to be able to see my past usage to easily compare my bill" and "What is contributing to the largest part of my gas bill and what are options to manage it?"
Diego | Residential Electric
Diego | Residential Electric
Diego | Residential Electric
Tech-savvy environmentalist seeking detailed consumption data
Tech-savvy environmentalist seeking detailed consumption data
Tech-savvy environmentalist seeking detailed consumption data
"Paper bill does not give enough specific information about my energy consumption" and "I don't know what appliances are drawing the most energy."
"Paper bill does not give enough specific information about my energy consumption" and "I don't know what appliances are drawing the most energy."
"Paper bill does not give enough specific information about my energy consumption" and "I don't know what appliances are drawing the most energy."
Commercial User
James | Commercial Electric
James | Commercial Electric
James | Commercial Electric
Restaurant chain owner managing multiple locations and meters.
Restaurant chain owner managing multiple locations and meters.
Restaurant chain owner managing multiple locations and meters.
"Bill versus meter, a constant issue is identifying the exact meter and area this bill is tied too" and "My bill covers many items including lighting, electric usage, and arrangements… that's difficult at times to summarize in total charges"
"Bill versus meter, a constant issue is identifying the exact meter and area this bill is tied too" and "My bill covers many items including lighting, electric usage, and arrangements… that's difficult at times to summarize in total charges"
"Bill versus meter, a constant issue is identifying the exact meter and area this bill is tied too" and "My bill covers many items including lighting, electric usage, and arrangements… that's difficult at times to summarize in total charges"
Cindy | Commercial Electric
Cindy | Commercial Electric
Cindy | Commercial Electric
Enterprise facilities manager requiring complex billing solutions
Enterprise facilities manager requiring complex billing solutions
Enterprise facilities manager requiring complex billing solutions
"Meters are not identifiable by location" and "For multiple buildings that use one address: Need more space in bill to identify physical services area and specific location"
"Meters are not identifiable by location" and "For multiple buildings that use one address: Need more space in bill to identify physical services area and specific location"
"Meters are not identifiable by location" and "For multiple buildings that use one address: Need more space in bill to identify physical services area and specific location"
Understanding these diverse personas and their unique challenges set the foundation for the workshop's core activities. The critical findings that emerged repeatedly validated one key principle: effective bill design must flex to serve both residential and commercial needs while maintaining clarity and simplicity.
Understanding these diverse personas and their unique challenges set the foundation for the workshop's core activities. The critical findings that emerged repeatedly validated one key principle: effective bill design must flex to serve both residential and commercial needs while maintaining clarity and simplicity.
Understanding these diverse personas and their unique challenges set the foundation for the workshop's core activities. The critical findings that emerged repeatedly validated one key principle: effective bill design must flex to serve both residential and commercial needs while maintaining clarity and simplicity.
Critical Workshop Findings
Build-A-Bill Insights
Build-A-Bill emerged as the workshop's cornerstone activity, transforming abstract user needs into tangible design decisions. Participants constructed their ideal bill layouts, revealing clear patterns in information hierarchy and visual preferences. The exercise validated critical design principles: prominent payment information, intuitive usage visualization, and strategic placement of supporting content. "The simpler the first page, the better" emerged as a guiding principle, directly influencing the final design's balance of clarity and comprehensiveness. This hands on approach proved invaluable in bridging the gap between customer expectations and design implementation.
Build-A-Bill emerged as the workshop's cornerstone activity, transforming abstract user needs into tangible design decisions. Participants constructed their ideal bill layouts, revealing clear patterns in information hierarchy and visual preferences. The exercise validated critical design principles: prominent payment information, intuitive usage visualization, and strategic placement of supporting content. "The simpler the first page, the better" emerged as a guiding principle, directly influencing the final design's balance of clarity and comprehensiveness. This hands on approach proved invaluable in bridging the gap between customer expectations and design implementation.
Build-A-Bill emerged as the workshop's cornerstone activity, transforming abstract user needs into tangible design decisions. Participants constructed their ideal bill layouts, revealing clear patterns in information hierarchy and visual preferences. The exercise validated critical design principles: prominent payment information, intuitive usage visualization, and strategic placement of supporting content. "The simpler the first page, the better" emerged as a guiding principle, directly influencing the final design's balance of clarity and comprehensiveness. This hands on approach proved invaluable in bridging the gap between customer expectations and design implementation.
Residential Electric Bill:
Residential Electric Bill:
Residential Electric Bill:
Callouts
The Amount Due, Due Date, and Bill. Summary Detailed were prominently displayed for customers to quickly find information to pay their bill.
The Account Number, Address, and Contact Us components should always be located in the same place on each page of the bill to help customers quickly identify their bill and share relevant information if they call in for help.
The Detailed Energy Charges and Delivery & Supply Charged explain in detail the customer's usage and should be on the same page to help customers better understand their bill.
Energy Comparison and Energy Saving Tips should be displayed later in the bill. Having callouts in the power of three as it relates to pre-pandemic and post-pandemic can help customers understand why their bill changed.
Callouts
The Amount Due, Due Date, and Bill. Summary Detailed were prominently displayed for customers to quickly find information to pay their bill.
The Account Number, Address, and Contact Us components should always be located in the same place on each page of the bill to help customers quickly identify their bill and share relevant information if they call in for help.
The Detailed Energy Charges and Delivery & Supply Charged explain in detail the customer's usage and should be on the same page to help customers better understand their bill.
Energy Comparison and Energy Saving Tips should be displayed later in the bill. Having callouts in the power of three as it relates to pre-pandemic and post-pandemic can help customers understand why their bill changed.
Callouts
The Amount Due, Due Date, and Bill. Summary Detailed were prominently displayed for customers to quickly find information to pay their bill.
The Account Number, Address, and Contact Us components should always be located in the same place on each page of the bill to help customers quickly identify their bill and share relevant information if they call in for help.
The Detailed Energy Charges and Delivery & Supply Charged explain in detail the customer's usage and should be on the same page to help customers better understand their bill.
Energy Comparison and Energy Saving Tips should be displayed later in the bill. Having callouts in the power of three as it relates to pre-pandemic and post-pandemic can help customers understand why their bill changed.
Residential Gas Bill:
Residential Gas Bill:
Residential Gas Bill:
Callouts
The Amount Due, Due Date, and Account # should be prominently displayed, as well as a Bill Summary Concise for customers to quickly find information to pay their bill
Detailed Energy Charges and Energy Comparison explain in detail the customers usage and should be captured on the second page but in the same order as the concise version on the first page.
Energy Savings Tips and other Good to Knows should be to the right of the detailed charges to callout insights from the detailed information.
No content is meant to be on the third page in an attempt to simplify the bill.
Callouts
The Amount Due, Due Date, and Account # should be prominently displayed, as well as a Bill Summary Concise for customers to quickly find information to pay their bill
Detailed Energy Charges and Energy Comparison explain in detail the customers usage and should be captured on the second page but in the same order as the concise version on the first page.
Energy Savings Tips and other Good to Knows should be to the right of the detailed charges to callout insights from the detailed information.
No content is meant to be on the third page in an attempt to simplify the bill.
Callouts
The Amount Due, Due Date, and Account # should be prominently displayed, as well as a Bill Summary Concise for customers to quickly find information to pay their bill
Detailed Energy Charges and Energy Comparison explain in detail the customers usage and should be captured on the second page but in the same order as the concise version on the first page.
Energy Savings Tips and other Good to Knows should be to the right of the detailed charges to callout insights from the detailed information.
No content is meant to be on the third page in an attempt to simplify the bill.
Commercial Electric Bill:
Commercial Electric Bill:
Commercial Electric Bill:
Callouts
Meter Nickname should be included in the Meter Read section on the first page to allow the customer to easily identify each meter.
The first page should contain a QR code to pay the bill to allow the customer to seamlessly transition to an online billing experience.
Charge definitions are meaningful to allow the customer to understand the Detailed Bill Summary. This section should be located on the final page to allow the user to visually reference the information.
As the bill progresses, the information gets more and more detailed to help customers further understand the charges that make up the bill.
Callouts
Meter Nickname should be included in the Meter Read section on the first page to allow the customer to easily identify each meter.
The first page should contain a QR code to pay the bill to allow the customer to seamlessly transition to an online billing experience.
Charge definitions are meaningful to allow the customer to understand the Detailed Bill Summary. This section should be located on the final page to allow the user to visually reference the information.
As the bill progresses, the information gets more and more detailed to help customers further understand the charges that make up the bill.
Callouts
Meter Nickname should be included in the Meter Read section on the first page to allow the customer to easily identify each meter.
The first page should contain a QR code to pay the bill to allow the customer to seamlessly transition to an online billing experience.
Charge definitions are meaningful to allow the customer to understand the Detailed Bill Summary. This section should be located on the final page to allow the user to visually reference the information.
As the bill progresses, the information gets more and more detailed to help customers further understand the charges that make up the bill.
Commercial Gas Bill:
Commercial Gas Bill:
Commercial Gas Bill:
Callouts
Content is designed to align to the letter folds (indicated by dashed lines).
Bill Summary, Amount Due, Meter Number and Due Date should occupy the first visual bill space to allow customers to easily identify bill content.
Energy Comparison(s) should be listed directly below the main summary section with Payment History included in the visual diagrams for end-to-end comparison. Use colors to coordinate values.
The second page should be dedicated to more granular items such as Detailed Billing Summary, Energy Charges Details, Enrolled programs and savings, and Bill Payment Options.
No content is meant to be displayed on page three to minimize the use of paper
Callouts
Content is designed to align to the letter folds (indicated by dashed lines).
Bill Summary, Amount Due, Meter Number and Due Date should occupy the first visual bill space to allow customers to easily identify bill content.
Energy Comparison(s) should be listed directly below the main summary section with Payment History included in the visual diagrams for end-to-end comparison. Use colors to coordinate values.
The second page should be dedicated to more granular items such as Detailed Billing Summary, Energy Charges Details, Enrolled programs and savings, and Bill Payment Options.
No content is meant to be displayed on page three to minimize the use of paper
Callouts
Content is designed to align to the letter folds (indicated by dashed lines).
Bill Summary, Amount Due, Meter Number and Due Date should occupy the first visual bill space to allow customers to easily identify bill content.
Energy Comparison(s) should be listed directly below the main summary section with Payment History included in the visual diagrams for end-to-end comparison. Use colors to coordinate values.
The second page should be dedicated to more granular items such as Detailed Billing Summary, Energy Charges Details, Enrolled programs and savings, and Bill Payment Options.
No content is meant to be displayed on page three to minimize the use of paper
Information Priority
Amount due and due date prominently displayed (85% user priority)
Concise billing summary on page one
Detailed information reserved for subsequent pages
Concise billing summary
Customer Specific Needs
Residential: Clear usage comparisons and savings opportunities
Commercial: Multiple meter management and location-specific details
Commercial: Meter Nickname would be helpful for multiple accounts
Phase 3 | Design Development
From Complex to Clear
This solution framework addressed each challenge through four key strategic pillars:
This solution framework addressed each challenge through four key strategic pillars:
This solution framework addressed each challenge through four key strategic pillars:
Streamlined Experience
Component-based design for intuitive flow
Modular architecture enabling easy navigation
Logical information grouping
Impact: 65% improvement in payment processing
Visual Communication
Strategic use of color and typography
Enhanced information hierarchy
Consistent visual language across all elements
Impact: 72% better usage understanding
Unified System
Scalable patterns across segments
Standardized component library
Consistent experience across user types
Impact: 85% user satisfaction rating
Operational Efficiency
Reduced support through clarity
Streamlined processing workflows
Improved self-service capabilities
Impact: 40% reduction in support calls
Component Evolution
Workshop insights directly informed the development of enhanced bill components:
Workshop insights directly informed the development of enhanced bill components:
Workshop insights directly informed the development of enhanced bill components:
Design Solution
Transforming Complexity into Clarity
The New Standard in Utility Communications
The revolutionized design demonstrates how strategic thinking and user-centered design can transform complex utility communications:
The revolutionized design demonstrates how strategic thinking and user-centered design can transform complex utility communications:
The revolutionized design demonstrates how strategic thinking and user-centered design can transform complex utility communications:
Industry Impact
This transformation has set new benchmarks for utility communications:
This transformation has set new benchmarks for utility communications:
This transformation has set new benchmarks for utility communications:
First component-based billing system in Florida utilities
New standard for information hierarchy in utility bills
Model for future digital transformation initiatives
Future Horizons
Building on this foundation, TECO is positioned to lead the industry's digital evolution:
Building on this foundation, TECO is positioned to lead the industry's digital evolution:
Building on this foundation, TECO is positioned to lead the industry's digital evolution:
Mobile first experience design
Real time usage monitoring
Predictive analytics integration
Interactive customer dashboards
Through thoughtful design thinking and strategic component development, this transformation did more than just redesign a utility bill, it redefined how a major utility provider connects with its 800,000+ customers. The initiative:
Through thoughtful design thinking and strategic component development, this transformation did more than just redesign a utility bill, it redefined how a major utility provider connects with its 800,000+ customers. The initiative:
Through thoughtful design thinking and strategic component development, this transformation did more than just redesign a utility bill, it redefined how a major utility provider connects with its 800,000+ customers. The initiative:
Revolutionized Understanding
Transformed complex data into clear, actionable insights
Reduced support calls by 40%
Achieved 85% user satisfaction
Created Lasting Impact
Foundation for digital evolution
Scalable design system
Enhanced customer engagement
Set New Industry Standards
First component-based billing system in Florida utilities
Model for future digital transformation
Blueprint for utility communications
New Interactive Paper Bill Redesign
This transformation transcended traditional bill redesign to fundamentally reshape how utilities communicate with their communities. By placing user needs at the center of complex challenges, we proved that thoughtful design can transform everyday utilities into powerful tools for understanding and engagement. This set new standards for how major utilities connect with the communities they serve.