Customer Dashboard for Dash Energy - UX Case Study
The dashboard view before users upload their utility bill or connect their utility account is shown above. The dashboard view after users upload their utility bill or connect their utility account is shown below.
Problem Statement/Goal : Increase user engagement & Find the suitable end user for an unlimited energy plan
I'd like to share an example of a recent problem we encountered at Dash Energy, a renewable energy startup committed to simplifying the transition to green energy for residential users.
One of our most demanded and attractive plans is the 'Worry-free' unlimited flat rate plan (please refer to the plan design attached below). However, because it's an unlimited plan, there's a risk of loss for the company if we provide it to users without understanding their average energy usage. To mitigate this risk, we attempted to ask potential 'Worry-free' plan users to upload their utility bill to determine their past energy usage. However, many users were hesitant to upload their utility bill directly for the eligibility test.
This issue was brought to me by the founders , who wanted to tackle it with a design solution. They also wanted to address the problem of user engagement on the platform since users often only visit our website when they want to switch plans once a year.
To address these potential problems, I suggested introducing a dashboard with hooks that keep users engaged on the platform, and locking some of the most interesting data until they upload their utility bill or connect their utility account to our dashboard. Since we introduced this dashboard, more users have been willing to upload their utility bill or connect their utility account to our platform.
By incentivizing user activity, we were able to modify user behavior and encourage them to provide the data we needed to provide suitable 'Worry-free' plans and grow our business.
In return for the data provided by users, they receive several benefits, including the carbon footprint of their energy usage, the ability to compare their usage with their neighbors', opportunities to claim rewards for best practices, and visibility into their current usage to avoid unexpected utility bills.
Notification to encourage users with their recent achievements & rewards
A community Impact page to make a users socialised with like-minded people who encourages sustainability.
To keep the users engaged and entertained a reward based challenge widget (Slide to see different levels of challenges and corresponding rewards)
In conclusion, through design, we were able to solve two significant problems for our company and product.