Our client needed an innovative means of providing essential services to existing customers, while recruiting new ones at trade shows and conventions
A mobile application that services the needs of existing customers while educating and inspiring prospective customers to join
Windstax, a small renewable energy company in Pennsylvania specializing in vertical wind turbines, needed a mobile application that served dual purposes. Existing customers needed a convenient way to track energy generation, pay their bill, and schedule service appointments. Potential customers at conventions or trade shows would benefit from being able to gauge the possible success of a turbine in their locale.
We began by researching our domain through stakeholder interviews, concept mapping, and affinity diagramming. From this process, we learned that Windstax has an underlying goal of converting consumers to environmentalists through awareness and cost-saving opportunities. This also requires that they quell certain concerns, such as startup costs, maintenance, a lack of background information. Further, we learned that when it comes to changing their energy provider, customers usually prioritize startup costs and savings.
Following our research, we pooled our insights to create a concept map and a value flow model. These artifacts helped us understand the ecosystem we could address with a mobile application and identity transactions and connections that we could service.
To begin our low-fidelity prototyping, we mapped out our stakeholders in a journey map and identified pain points that impact their experiences with their energy providers. We learned that many stakeholders lacked a lot of background about the domain, even if they were already Windstax customers. We decided to prioritize education in both of the use cases we were tasked to address.
We collaborated in a session with the company's CEO to come up with certain screens that we could weave together and edit. This method helped us visualize with our client to co-create the solution.
After critiques, we created two rounds of mid-fidelity prototypes. In these prototypes, we identified two flows: one authenticated flow for current users, and another for salespeople to demo informational tutorials and provide live quotes. We began to think of ways to use color and images to highlight the products and their intended goals.
In our feedback from these rounds, we learned that in providing data and visualizations, we needed to determine the right amount of things to show that would be both helpful and clear. We also needed to find ways to explain the complexities of Windstax's services in layman's terms to educate and convert.
We then began working towards a handoff to our client. To push towards a high-fidelity prototype, we began thinking of micro-interactions—small clicks or swipes that could provide more information or features. We also worked on animations that could introduce a more friendly approach to the domain.
We worked to capture people's interest upon using the app for the first time by providing relevant statistics.
Prospective customers can enter their locations to learn about the wind class in their area and whether it's optimal for a Windstax product.
Prospective users can also gauge their savings over time compared to their current energy provider.
Current users can pay their bills, schedule maintenance, monitor their turbine in live time.
Once users earn their initial investment back, Windstax celebrates their success!