Gas South Enrollment Process

Gas South Enrollment Process

Gas South Enrollment Process

Redesign of the enrollment flow

Redesign of the enrollment flow

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.

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.

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.

Client

Gas South

Services

Visual Design UI & UX Design UX Research UX Testing

Industries

Natural Gas Utilities

Date

January 2023

Dashboard Sidebar Close Up
Dashboard Sidebar Close Up
Dashboard Sidebar Close Up

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.

Gas South Enrollment screenshots
Gas South Enrollment screenshots
Gas South Enrollment screenshots
Gas South Enrollment screenshots
Gas South Enrollment screenshots
Gas South Enrollment screenshots
Gas South Enrollment Mobile screenshots
Gas South Enrollment Mobile screenshots
Gas South Enrollment Mobile screenshots

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. Results The redesigned enrollment process launched in 2023, and the results were impressive: • Conversion Rate Increase: 25% increase in completed enrollments. • Abandonment Rate Decrease: 30% decrease in abandoned enrollments. • Customer Satisfaction: 90% of users reported a positive experience with the new enrollment process. Conclusion The Gas South enrollment redesign project demonstrates the power of user-centered design in improving customer experience and driving business outcomes. By simplifying the enrollment process, improving clarity and feedback, and iterating on user feedback, we achieved significant gains in conversion rates, customer satisfaction, and overall usability.