Gas South did not have a mobile app for customers. Many users accessed the web experience from their phones, but key tasks like paying bills, managing plans, and updating account details were not optimized for mobile. The goal was to design a dedicated mobile app that made self-service faster, clearer, and easier for customers on the go.
MY ROLE
I owned high-fidelity UI design, interaction design, icon creation, usability testing, design iterations, and handoff to engineering. I collaborated with product and engineering to ensure designs were feasible, accessible, and aligned with Gas South’s brand.
Client
Gas South
Services
Visual Design
UI & UX Design
Design Research
Industries
Natural Gas Utilities
OBJECTIVE
To create a seamless web experience as customers transition from prospective to customers. Creating an easy-to-use platform for customers to self-serve easily.
USER GOALS
• Easy Bill Pay: Pay bills quickly and securely.
• Account Management: Make account management simple and accessible
• Renew plan: Streamline plan renewal
• Convenience: Support on-the-go use with a mobile-first experience
DESIGN REQUIREMENTS
• Primary actions upfront: Bill pay and account access were surfaced on the home screen to reduce time to task completion.
• Responsive Design: App should be optimized for mobile devices (e.g., smartphones, tablets).
• Clear visual hierarchy: I simplified layouts and content density to help users complete key tasks quickly.
• Accessibility by design: I applied accessible color contrast, larger tap targets, readable font sizes, and clear interaction states to support WCAG 2.1 guidelines.
• Security: App should ensure secure payment processing and data storage.
• Branding: App should reflect Gas South's brand identity (e.g., logo, color scheme).
• Custom iconography and interactions: Icons and micro-interactions were designed to improve scannability and clarity.
By adhering to existing design standards and prioritizing usability, the Gas South app provides customers with a seamless and user-friendly experience, making it easier for them to manage their accounts, pay bills, and access energy usage insights.
RESEARCH AND ITERATION
Post-launch research and usability testing informed refinements to navigation, interactions, and visual clarity. Feedback helped validate key flows and identify opportunities to reduce friction in bill pay and account management.
RESULTS
• 30% Reduction in Customer Support Calls: The app's intuitive design and comprehensive features have reduced the number of customer support calls, resulting in cost savings and improved customer experience.
• Improved Customer Engagement: The app provides a convenient and user-friendly way for customers to manage their accounts, leading to increased engagement and satisfaction.
• 25% Increase in Online Bill Pay Adoption: The app has significantly increased online bill pay adoption, reducing manual and paper bills.
• 300 App downloads in the first month
