INDUSTRY:
Public Utilities
CLIENT:
Dynegy Energy
Dynegy Municipal Aggregation
30%
85%
About.
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.
Overview.
“I had to call, wait on hold, and repeat all my information… just to save on my bill.”
Before the redesign, the only way to enroll was via phone support. This created:
Long wait times and high call center volume
Limited accessibility, since enrollment was only possible during business hours
Slow community-wide adoption, delaying cost savings
The goal was clear: move municipal aggregation enrollment online to create a secure, self-service experience that reduced friction for customers and the business alike.
Identifying Areas of Improvement.
Through stakeholder sessions and user journey mapping, we uncovered key challenges:
Phone-Based Enrollment Was Inefficient
Average 20-minute calls tied up the call center
Manual data entry created opportunities for errors
Limited Digital Identity for a New Brand
Needed a fresh look while leveraging shared components from sister brands
Legal required full compliance with municipal energy regulations
Information Overload Risk
Required legal disclosures created scroll-heavy pages
Needed to balance clarity, trust, and compliance
Challenges.
Cross collaboration between call center teams and developers with a tight deadline
How to make the steps easy and able to complete within a few minutes
Creating the path to enroll in an iterative process
My Role.
UX/UI Design Lead
Flow Mapping
Stakeholder Alignment (Legal, Ops, Engineering)
Visual Design
Usability Testing
The Designed Solution.
We designed a four-step, mobile-friendly enrollment portal that aligned with Dynegy’s brand while prioritizing speed and clarity.
Conclusion.
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 showcased how digital transformation can drive both efficiency and satisfaction:
For customers: A faster, simpler, and more accessible enrollment experience
For Dynegy: Reduced call center strain and accelerated community adoption
By combining user-centered design with compliance-first thinking, we turned an outdated phone process into a modern, self-service portal that scaled seamlessly for future community programs.
