- Front-End Developer
- Design, Research, UI Development, User-Testing
As part of a larger strategy engagement, Puget Sound Energy needed to reduce their call-center load. To validate our research and design changes, we conducted in-person user testing.
We split the form into three parts, start, stop, and move. Then we made each choice stand out.
It was important to determine the type of user the form was serving.
Then we developed a multi-part form to guide the user through the process.
Although PSE lacked any prior tracking statistics, we did reduce call-center calls by 12% and increased usage of the form by %25%.