Challenge: CenterPoint Energy utility reach included six states in residential and twenty states in non-residential each with regulatory policies to comply with. They had complex energy models as well from natural gas, wholesale, pipeline and electric supply. Consequently, customers and business were frequently confused by regulated and non-regulated content and marketing within state/municipal regions.
Additional product and service regional availability created frustration and service issues. Business offerings were highly confusing across twenty states with small businesses having simpler needs then larger enterprises that led to ineffective content strategies.
Lastly, CenterPoint had a complex customer service portal that needed to be redesigned that involved lift and shift of business processes to meet desired goals.
Role: Experience Architect Lead