Gas South Enrollment Process

Redesign of the enrollment flow

Gas South, a leading natural gas provider in the Southeast, aimed to improve its enrollment process to enhance customer experience, update design aesthetics, and increase conversion rates. We were tasked with redesigning the enrollment process to achieve these goals. This case study outlines our design approach, solutions, and outcomes. DESIGN SOLUTION Simplified Enrollment Process We reduced the enrollment process from 6 steps to 4, minimizing cognitive load and streamlining the user journey. • Service Details: Users provide service addresses and other relevant details. • Plan Selection: Users choose their plan and rate type. • Account Setup: Users create an account and provide basic information. • Review and Confirm: Users review and confirm their enrollment details.

Client

Gas South

Services

Visual Design UI & UX Design UX Research UX Testing

Industries

Natural Gas Utilities

OBJECTIVE • Simplify the enrollment process: Reduce steps and minimize cognitive load. • Improve user experience: Enhance clarity, feedback, and overall usability. • Increase conversion rates: Encourage more customers to complete the enrollment process. • Update design layout: Develop a more modern look and feel with a new user-centric design

DESIGN SOLUTION Simplified Enrollment Process We reduced the enrollment process from 6 steps to 4, minimizing cognitive load and streamlining the user journey. • Service Details: Users provide service addresses and other relevant details. • Plan Selection: Users choose their plan and rate type. • Account Setup: Users create an account and provide basic information. • Review and Confirm: Users review and confirm their enrollment details.

A/B TESTING To validate the effectiveness of the redesigned enrollment process and identify areas for further improvement through A/B testing and iterative design. TEST METRICS • Conversion Rate: The percentage of users who complete the enrollment process. • Abandonment Rate: The percentage of users who abandon the enrollment process. • User Engagement: Measured through metrics such as time on task, click-through rate, and scroll depth. • Review and Confirm: Users review and confirm their enrollment details.