Online Account Service Redesign
Redesign of the online customer portal
Gas South’s Online Account Service (OAS) is the primary digital portal customers use to manage their accounts, view usage, and pay bills. While functional, the existing experience was inconsistent with the Gas South brand and created friction for common customer tasks. This project focused on redesigning OAS to align visually with the rest of the Gas South digital ecosystem while improving usability, accessibility, and overall clarity. The result is a more intuitive, customer-centered portal that simplifies account management, reduces friction, and delivers a more cohesive and modern user experience.
Client
Gas South
Services
Visual Design UI/UX Design UX Research UX Testing
Industries
Natural Gas Utilities
Gas South’s Online Account Service (OAS) portal was a critical customer-facing tool, but it no longer met user expectations. The interface was visually outdated, inconsistent with the Gas South brand, and difficult to navigate for common tasks like viewing bills and making payments. Accessibility gaps and fragmented workflows created friction, increased support calls, and reduced customer confidence in self-service tools. The challenge was to redesign OAS into a modern, accessible, and intuitive experience that aligned with the Gas South digital ecosystem while making account management faster, clearer, and easier for customers.
Because Gas South already had a mature design system, we moved directly into high fidelity design instead of creating low fidelity wireframes. This allowed us to focus on consistency, efficiency, and refinement while aligning with the existing brand. A mobile first approach guided decisions early, allowing us to prioritize clarity, performance, and usability on smaller screens before scaling up to desktop. Key focus areas included: • Reusing established components and patterns • Ensuring new elements matched the Gas South look and feel • Improving accessibility through better color contrast, typography, focus states, and readability We started with the login experience and the Account Summary page, as these were the most frequently used entry points. The Account Summary page was designed to clearly highlight account status messages, billing and plan details, and relevant content like blogs, with a strong visual hierarchy and easy navigation.