Community Energy

From call center to clicks: Enabling online enrollment for community energy programs

Municipal aggregation programs allow communities to negotiate lower electricity rates by enrolling households together under a shared supply contract. Traditionally, enrollment in these programs required calling a utility support center — a time-consuming and inefficient process for both customers and internal teams.

I designed a self-service web enrollment flow for Dynegy that allows residents to sign up quickly and securely online. This new system reduced call center volume, improved user satisfaction, and helped drive faster participation in cost-saving energy plans.

Enrolling in a community electricity program meant waiting on hold.

Before this redesign, the only way residents could enroll in a municipal aggregation program was by calling customer service. This approach had it’s downsides:

  • Inconvenient for users

  • Led to high call volumes and longer wait times

  • Slowed down community-wide enrollment efforts

  • Limited accessibility for users outside business hours

  • Move municipal aggregation enrollment online

  • Reduce the volume of inbound support calls

  • Streamline the enrollment flow into four intuitive steps

  • Maintain regulatory compliance and ensure data accuracy

Let’s make it easier.

  • UX/UI Design Lead

  • Wireframing & Flow Mapping

  • Stakeholder Alignment (Legal, Ops, Engineering)

  • Visual Design

  • Usability Testing

My Role

The designed solution

The new Municipal Aggregation Enrollment Portal allows users to:

  • Select their preferred plan (e.g., fixed-rate or green energy)

  • Enter contact and service information

  • Submit utility account details

  • Review and confirm enrollment

    The process is mobile-optimized, secure, and accessible — enabling enrollment in under 5 minutes.

Plan Selection

Clear side-by-side comparison of rate options helps users make informed choices.

Contact Info

Straightforward input fields with visual clarity and progress indicators.

Service Address

Optional fields and pre-fill logic reduce errors and input friction.

Utility Account Details

Dropdowns, help tips, and validation ensure accuracy and transparency.

Review & Confirm

Editable summary blocks, consent checkboxes, and CAPTCHA ensure trust and legal compliance.

Confirmation Screen

Reassures users their request is being reviewed and outlines next steps clearly.

Results & Reflections

  • 30%+ drop in call center volume related to municipal aggregation

  • 85% of new enrollments now occur online

  • Average time to complete enrollment reduced from 20 minutes (phone) to under 5 minutes (web)

  • Improved accuracy and speed in processing community enrollments

This project was a strong example of how digital transformation can support both business efficiency and customer experience. By understanding user hesitation and compliance requirements, we were able to introduce a process that is not only faster — but friendlier, smarter, and scalable.