NW Natural
A smarter way to manage utilities.
For one of Portland’s most recognizable utilities, we reimagined the digital customer experience to make managing services easier and more intuitive. We streamlined key customer tasks while elevating the brand with lifestyle-driven storytelling.
Focus
Product Design
UI + UX
User Research
Prototyping
Design System
Customer Journey
Brand Design
Collaborators
Design Director
Product Manager
Product Designers
Content Strategist
Engineers
Role
Product Design Lead
Agency
Connective DX
We defined key user scenarios to inform our design process, refining them through iterative design sprints to ensure alignment with real user needs and behaviors.
Mapping the user journey for paperless billing enrollment ensured a more efficient and streamlined experience.
An experience vision informed by client and customer insights set the foundation for the work ahead. It guided brand storytelling, design systems, photography, motion, and key product features. This artifact kept both internal and client teams aligned and confident throughout the process.
As the design process evolved, a comprehensive design system took shape, providing the foundation for a cohesive experience. Built on atomic design principles, it features a robust component library that ensures consistency and scalability across every touchpoint.
