Behind the Scenes
‣ Prep
‣ Kickoff
‣ Big Picture
‣ Design Prototypes
‣ Pattern Library
‣ Process & Tools
‣ Challenges
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PREP
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Customer Interviews
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“Initial shock of I don’t
know what I’m doing.”
GENERAL WEBSITE FEEDBACK
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“The information served was
good, but it wasn’t easy to find.”
GENERAL WEBSITE FEEDBACK
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‣ Site looks outdated
‣ If users knew mobile site existed,
they liked it.
‣ Primary use-case is to pay bills
‣ Outage map is helpful
‣ Most users “just know around the
time” a bill is due, and when to visit
site.
GENERAL WEBSITE FEEDBACK
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Stakeholder Interviews
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ONSITE KICKOFF
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EXERCISE:
PRIORITIZE GOALS
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‣ 10 minutes
‣ Place your post-its on the goals you
feel are most important
PRIORITIZE GOALS: VOTE
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Goal 1
Be the quickest, easiest, and most
accessible place to complete a task
with KUB.
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Goal 2
Provide findable, relevant, precise
content for our audiences.
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Goal 3
Increase website customer
satisfaction.
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Goal 1 Measure
Decrease form abandonments by
30% for the Start/Stop, Pay Bill, and
Report Outage flows.
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Goal 3 Measure
20% increase in website customer
satisfaction on the survey provided
on the website.
‣ Pay My Bill
‣ Outage Map
‣ Report an Outage
‣ Contact Customer Service
‣ Payment Locations
‣ Start/Stop Service
‣ Job Openings
‣ Open Bids & Surplus Items
‣ Property Management Plan
‣ Computer Energy-Saving Tips
‣ Economic Development
‣ Green Power
‣ News Releases
‣ Round It Up (billing program)
‣ Electric Service
‣ Gas Service
‣ New Construction
‣ PACE 10 (Wastewater Improvements)
‣ Automated Phone System
‣ Business Energy Audit & Incentives
‣ Protecting Against Scams
INFORMATION ARCHITECTURE EXERCISE
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EXERCISE:
STYLE TILES
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‣ Quick style explorations in under
10 minutes
‣ None are the correct answer, just
explorations for discussion
‣ Write notes on printouts, but look at
designs on the projector screen
STYLE TILES
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Manifesto
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“…will serve KUB, and its audiences,
for the next 6-10 years…”
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“…improving customer satisfaction
and reducing operating costs.”
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“Users should be able to come to our
site, find what they’re looking for, do
what they need to do, and get out
and get on with their lives.”