Con Edison
About
Con Edison, New York’s energy provider partnered with Wunderman Thompson to transform their digital services and customer experience. They went from a bill collector to a customer engagement company with a site redesign, mobile app, a brand facelift, and new and improved features. I worked closely with creative leads to help design the website, expand the brand, and make continuous improvements.
The site was a 2018 Webby Award Honoree for best user interface.
Brand Foundations
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Brand Foundations
Result
The impact of modernizing their customer experience led to millions switching from traditional contact points like call centers to digital self-service channels that were easier to use.
- Over 60% of all transactions are now completed digitally, up from 20% before it launched.
- 56% Increase in monthly mobile sessions
- 63% Increase in digital payments on the new My Account
- 4.7 App store rating (up from 1.5 stars)
- 71% Decrease in bounce rate
- +31 point increase to NPS score
Credits
Creative Director: Cavan Huang
Assoc. Creative Director: Alan Finch
Designers: Robert Suta, Rex Guo
