Transforming PPL’s Digital Omnichannel Experience
Transforming PPL’s Digital Omnichannel Experience
Case Overview
At PPL Corporation, I led a cross-functional team to reimagine our digital experience, making energy management more intuitive and customer-centric. Our work wasn’t just about AI or automation; it was about helping people, whether managing a bill, navigating an outage, or streamlining internal tools for employees.
Case Overview
At PPL Corporation, I led a cross-functional team to reimagine our digital experience, making energy management more intuitive and customer-centric. Our work wasn’t just about AI or automation; it was about helping people, whether managing a bill, navigating an outage, or streamlining internal tools for employees.
Challenge
PPL customers rely on us for essential needs—yet our digital experience didn’t match that urgency. We heard it directly: “Why isn’t this as easy as shopping online?” “Why can’t I understand my bill?” “When will my power be back?” Meanwhile, employees faced clunky tools that slowed them down. It was clear—we had to act.
Challenge
PPL customers rely on us for essential needs—yet our digital experience didn’t match that urgency. We heard it directly: “Why isn’t this as easy as shopping online?” “Why can’t I understand my bill?” “When will my power be back?” Meanwhile, employees faced clunky tools that slowed them down. It was clear—we had to act.
Personalized Experiences
Create a truly personalized customer experience that provided relevant, timely information.
Streamlined Workflows
Simplify and streamline employee workflows so they could focus on meaningful work.
Accessible for All
Ensure accessibility and inclusivity so that every customer, regardless of ability or background, could interact with us effortlessly.
Personalized Experiences
Create a truly personalized customer experience that provided relevant, timely information.
Streamlined Workflows
Simplify and streamline employee workflows so they could focus on meaningful work.
Accessible for All
Ensure accessibility and inclusivity so that every customer, regardless of ability or background, could interact with us effortlessly.
Solutions
Solutions
A Customer-Centric, Research-Driven UX Strategy
We placed customers at the center of every design decision.
Conducted deep user research, including field studies, surveys, and moderated testing, to understand the pain points of different customer groups, from renters to small business owners.
Created customer journey maps and service blueprints to visualize end-to-end experiences and identify opportunities for improvement.
Overhauled the mobile and web experience, making it easier to pay bills, report outages, and explore rebates or energy-saving programs.
Focused on accessibility-first design, ensuring that customers with disabilities could navigate our platforms with ease.
Used plain language and human-centered messaging, making information about energy usage and bills understandable and actionable.
A Customer-Centric, Research-Driven UX Strategy
We placed customers at the center of every design decision.
Conducted deep user research, including field studies, surveys, and moderated testing, to understand the pain points of different customer groups, from renters to small business owners.
Created customer journey maps and service blueprints to visualize end-to-end experiences and identify opportunities for improvement.
Overhauled the mobile and web experience, making it easier to pay bills, report outages, and explore rebates or energy-saving programs.
Focused on accessibility-first design, ensuring that customers with disabilities could navigate our platforms with ease.
Used plain language and human-centered messaging, making information about energy usage and bills understandable and actionable.
Empowering Employees Through Thoughtful Design
Our frontline employees are essential to PPL’s success, and we wanted to make their jobs easier and more impactful.
Designed a single Smart Grid dashboard, bringing together critical data so employees could quickly access what they needed.
Integrated AI-powered tools to reduce repetitive tasks, enabling employees to focus on problem-solving and customer support.
Rolled out dynamic work scheduling, ensuring employees had the right information at the right time to work more efficiently.
Created a feedback loop, allowing employees to share insights that directly shaped further improvements to our systems.
Applied lean UX principles to rapidly test and iterate on new employee-facing tools, reducing friction and improving workflow efficiency.
Empowering Employees Through Thoughtful Design
Our frontline employees are essential to PPL’s success, and we wanted to make their jobs easier and more impactful.
Designed a single Smart Grid dashboard, bringing together critical data so employees could quickly access what they needed.
Integrated AI-powered tools to reduce repetitive tasks, enabling employees to focus on problem-solving and customer support.
Rolled out dynamic work scheduling, ensuring employees had the right information at the right time to work more efficiently.
Created a feedback loop, allowing employees to share insights that directly shaped further improvements to our systems.
Applied lean UX principles to rapidly test and iterate on new employee-facing tools, reducing friction and improving workflow efficiency.
Building a High-Performing, Collaborative Team
Behind every great product is a team that feels empowered, supported, and valued. As a design leader, I invested heavily in cultivating a culture of growth and collaboration:
Organized regular team offsites to align on strategy, foster team cohesion, and inject creativity into our process.
Hosted weekly mentorship and coaching sessions, ensuring every team member had the opportunity to develop their skills.
Fostered cross-functional collaboration, breaking down silos between designers, engineers, and researchers.
Encouraged a test-and-learn mindset, where failure was seen as an opportunity to iterate and improve.
Building a High-Performing, Collaborative Team
Behind every great product is a team that feels empowered, supported, and valued. As a design leader, I invested heavily in cultivating a culture of growth and collaboration:
Organized regular team offsites to align on strategy, foster team cohesion, and inject creativity into our process.
Hosted weekly mentorship and coaching sessions, ensuring every team member had the opportunity to develop their skills.
Fostered cross-functional collaboration, breaking down silos between designers, engineers, and researchers.
Encouraged a test-and-learn mindset, where failure was seen as an opportunity to iterate and improve.
Results & Impact
Our customer-first, research-driven transformation delivered real, measurable results:
Results & Impact
Our customer-first, research-driven transformation delivered real, measurable results:
Improved Digital-First Customer Interaction
Improved Digital-First Customer Interaction
Improved Digital-First Customer Interaction
Team Alignment and Growth
Team Alignment and Growth
Team Alignment and Growth
AI-Driven Employee Experiences
AI-Driven Employee Experiences
Design Philosophy
Great design isn’t just about craft. It’s about clarity, outcomes, and forward motion. If you want to understand how I approach the work, this is the place to start.
Design Philosophy
Great design isn’t just about craft. It’s about clarity, outcomes, and forward motion. If you want to understand how I approach the work, this is the place to start.
Improved Digital-First Customer Interaction
Team Alignment and Growth
AI-Driven Employee Experiences
Design Philosophy
Great design isn’t just about craft. It’s about clarity, outcomes, and forward motion. If you want to understand how I approach the work, this is the place to start.