Customer Portal Redesign

My Role:
As the lead designer on this project, I was responsible for the complete redesign of Champion Energy’s customer portal experience. My responsibilities included conducting competitive research across energy and adjacent industries, translating insights into user-centered design solutions, understanding the must-haves from the key stakeholders, and creating comprehensive web and mobile interfaces. I developed the visual design system within Champion Energy’s brand guidelines, designed responsive layouts with particular focus on mobile optimization, created a detailed IT support powerpoint that showed functionality for every part of the portal, and created supporting launch materials including email communications to ensure seamless user adoption.

Goal

Modernize Champion Energy’s customer portal to deliver an intuitive, contemporary user experience that empowers customers with self-service functionality. The existing portal lacked mobile compatibility and had outdated design patterns that hindered user engagement and increased support burden.

Approach

Conducted competitive analysis across energy providers and adjacent industries (banking, telecommunications) to identify best-in-class customer portal experiences. Synthesized successful design patterns and interaction models, then adapted them to align with Champion Energy’s brand guidelines and unique customer needs. Designed responsive experiences with mobile-first considerations, ensuring seamless functionality across all devices.

Results

Successfully reduced customer service call volume through improved self-service capabilities and intuitive information architecture. Enhanced customer satisfaction by providing mobile-compatible access to account management tools for the first time. Delivered a modern, branded experience that positions Champion Energy competitively in the market while improving operational efficiency.