Xcel Energy MyAccount
Led the soft launch of Xcel Energy’s redesigned My Account platform—ADA WCAG 2.1 compliant and fully responsive across desktop, mobile web, and hybrid apps for iOS and Android—delivering a seamless self-service experience to over 200K monthly users. The new experience drove major gains in customer satisfaction and mobile engagement, setting a new benchmark for the company’s digital B2C strategy.
Client
Xcel Energy
Service Provided
Product Management, Product Delivery
The Goal:
To enhance customer experience by providing a user-friendly, centralized platform that simplifies energy account management and promotes energy efficiency.
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The Challenge:
Prior to the portal's implementation, customers faced challenges in accessing and managing their energy information, leading to inefficiencies and limited engagement with energy-saving programs.
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The Result
The redesigned My Account portal transformed how Xcel Energy customers manage their energy accounts—streamlining access, driving engagement, and boosting participation in energy-saving programs. The initiative led to a significant rise in customer satisfaction.
Web App CSAT increased from 3.1 to 4.5, reaching 200,000 average monthly users.
iOS rating improving from 3.1 to 4.6 (1.4K reviews)
Android rating from 2.9 to 4.5 (1.8K reviews)
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