UTILITY WAREHOUSE
UTILITY WAREHOUSE
Smart Billing Experience
Designed the digital billing experience at Utility Warehouse to reduce support calls, clarify charges, and introduce AI-powered summaries that help users understand their bills at a glance.
Designed the digital billing experience at Utility Warehouse to reduce support calls, clarify charges, and introduce AI-powered summaries that help users understand their bills at a glance.
Utility Warehouse's Company Vision:
Utility Warehouse's Company Vision
To simplify life for homeowners by providing all essential services under one roof, delivering value, convenience, and exceptional customer experience through seamless integration and innovation.
To simplify life for homeowners by providing all essential services under one roof, delivering value, convenience, and exceptional customer experience through seamless integration and innovation.
My Role
Lead UX Designer
Collaboration
Product
Marketing
Engineering
Data Science
Cross Functional Teams
Strategic Impact
Increased Customer Trust
Reduced Support Calls
Improved Retention
The Challenge
The billing experience was seen as overly complex.
Users had to download a PDF to understand their charges — an outdated and unhelpful format.
The Goal
💡Modernise billing by:
Reducing PDF reliance
Lowering support calls
Giving users a smarter, self-serve experience
We focused on the 66% of customers who check their bill digitally before contacting support.
Deflecting up to 5% of total support calls.
Target Impact
Deflecting up to 5% of total support calls.
Target impact
What We Achieved
📉 11% drop in billing-related support calls
Users were able to find the answers they needed without calling in.
📈 +73% increase in engagement with billing content in app
More users interacted with their bill digitally, especially via the new summary and insights view.
💬 +36% improvement in comprehension scores (via usability testing)
Participants reported feeling more confident and clear about what they owed, when, and why.
What We Achieved
📉 11% drop in billing-related support calls
Users were able to find the answers they needed without calling in.
📈 +73% increase in engagement with billing content in app
More users interacted with their bill digitally — especially via the new summary and insights view.
💬 +36% improvement in comprehension scores (via usability testing)
Participants reported feeling more confident and clear about what they owed, when, and why.
My Role
Lead UX Designer
Process
Discover
Define
Develop
Deliver
Collaboration
Product
Engineering
Data Science
Cross Functional
Strategic Impact
Increased Customer Trust
Reduced Support Calls
Improved Retention
01 Discover
01 Discover
The first part of the process was to understand our users through comprehensive quantitative and qualitative research.
The first part of the process was to understand our users through comprehensive quantitative and qualitative research.
The first part of the process was to understand our users through comprehensive quantitative and qualitative research.
Analysing the internal Call Driver Model 2.0
Analysing the Internal Call Driver Model 2.0
As the first step, I analysed our Call Driver Model – which segments customer support calls using OpenAI. These analytics are captured in Looker and revealed that billing queries are the highest call driver.
As the first step, I analysed our Call Driver Model – which segments customer support calls using OpenAI. These analytics are captured in Looker and revealed that billing queries are the highest call driver.
Call Listening and Transcript Analysis
Call Listening and Transcript Analysis
To ground the work in real customer problems, I ran a round of call listening and analysed support transcripts. Three key themes emerged:
Bill increases were the number one driver — customers didn’t understand why their charges had shifted.
Disputed charges came second — the experience lacked transparency.
Refunds and cancellations ranked third — customers weren’t guided on what to do next.
These findings made it clear: the existing experience was failing customers. I wanted to understand why, and how design could change that.
To ground the work in real customer problems, I ran a round of call listening and analysed support transcripts. Three key themes emerged:
Bill increases were the number one driver — customers didn’t understand why their charges had shifted.
Disputed charges came second — the experience lacked transparency.
Refunds and cancellations ranked third — customers weren’t guided on what to do next.
These findings made it clear: the existing experience was failing customers. I wanted to understand why, and how design could change that.
Surveying App Users
Surveying App Users
To better understand user needs, I surveyed app users to learn what they look for on their bill, what confuses them, and why some return to it multiple times in a month.
These insights helped me identify how to prioritise areas of the design.
To better understand user needs, I surveyed app users to learn what they look for on their bill, what confuses them, and why some return to it multiple times in a month.
These insights helped me identify how to prioritise areas of the design.
User Interviews with customers & support agents
User Interviews with customers & support agents
This challenge wasn’t just about customers; support agents also rely on bills to help customers with queries.
This challenge wasn’t just about customers — support agents rely on bills too. To understand why calls were running long, I interviewed agents alongside customers.
At first, their needs appeared different:
Agents asked for more training to get faster context on customer problems.
Customers struggled to understand changes to their bills.
When mapped together, both pointed to the same underlying issue: a lack of speed in understanding.
This insight became the core problem my designs needed to solve.
To understand why calls were running long, I interviewed agents as well as customers.
This challenge wasn’t just about customers — support agents rely on bills too. To understand why calls were running long, I interviewed agents alongside customers.
At first, their needs appeared different:
Agents asked for more training to get faster context on customer problems.
Customers struggled to understand changes to their bills.
When mapped together, both pointed to the same underlying issue: a lack of speed in understanding.
This insight became the core problem my designs needed to solve.
At first, their needs appeared different:
This challenge wasn’t just about customers — support agents rely on bills too. To understand why calls were running long, I interviewed agents alongside customers.
At first, their needs appeared different:
Agents asked for more training to get faster context on customer problems.
Customers struggled to understand changes to their bills.
When mapped together, both pointed to the same underlying issue: a lack of speed in understanding.
This insight became the core problem my designs needed to solve.
Agents asked for more training to get faster context on customer problems.
This challenge wasn’t just about customers — support agents rely on bills too. To understand why calls were running long, I interviewed agents alongside customers.
At first, their needs appeared different:
Agents asked for more training to get faster context on customer problems.
Customers struggled to understand changes to their bills.
When mapped together, both pointed to the same underlying issue: a lack of speed in understanding.
This insight became the core problem my designs needed to solve.
Customers struggled to understand changes to their bills.
This challenge wasn’t just about customers — support agents rely on bills too. To understand why calls were running long, I interviewed agents alongside customers.
At first, their needs appeared different:
Agents asked for more training to get faster context on customer problems.
Customers struggled to understand changes to their bills.
When mapped together, both pointed to the same underlying issue: a lack of speed in understanding.
This insight became the core problem my designs needed to solve.
When mapped together, both pointed to the same underlying issue: a lack of speed in understanding.
This challenge wasn’t just about customers — support agents rely on bills too. To understand why calls were running long, I interviewed agents alongside customers.
At first, their needs appeared different:
Agents asked for more training to get faster context on customer problems.
Customers struggled to understand changes to their bills.
When mapped together, both pointed to the same underlying issue: a lack of speed in understanding.
This insight became the core problem my designs needed to solve.
Evaluating the Current Billing Experience
Evaluating the Current Billing Experience
I conducted a UX audit of the current billing experience following our research phase.
I conducted a UX audit of the current billing experience following our research phase.
Billing had been treated as an afterthought in the app, yet for customers it was a core part of their experience. As a squad, we knew this was something we had to change.
Billing had been treated as an afterthought in the app, yet for customers it was a core part of their experience. As a squad, we knew this was something we had to change.
02 Defining The Problem
02 Defining The Problem
02 Define
The research helped me thoroughly understand the problem space and identify a clear problem statement:
The research helped me thoroughly understand the problem space and identify a clear problem statement:
Business Opportunity Analysis
Business Opportunity Analysis
Post-discovery, we as a squad understood the problem space well.
We knew we had to bring a fully considered billing experience into the app — by doing so, we could better contain the 66% of customers already checking their bills there, deflecting around
5% of all support contact.
To guide our solutions, I worked with product to define five design principles:
These principles helped us build a smarter, more helpful digital billing experience — tailored to how users actually interact with their bills.
These principles helped us build a smarter, more helpful digital billing experience — tailored to how users actually interact with their bills.
The Vision for a Smarter Billing Experience
The vision for a
Smarter Billing Experience
The Vision for a Smarter Billing Experience
To bring our principles to life, I mapped the ideal customer journey to meet user needs where they are:
receiving a bill ➡️ checking charges ➡️ making a payment.
To bring our principles to life, I mapped the ideal customer journey to meet user needs where they are:
Receiving a bill ➡️ Checking charges ➡️ Making a payment.
To bring our principles to life, I mapped the ideal customer journey to meet user needs where they are:
Receiving a bill ➡️ Checking charges ➡️ Making a payment.
How do we get there?
I organised and facilitated a series of workshops to align the team, assess feasibility with developers, and prioritise optimsations, and landed on the below plan:
I organised and facilitated a series of workshops to align the team, assess feasibility with developers, and prioritise optimsations, and landed on the below plan:
This roadmap helped us turn strategy into action, shaping a smarter, more supportive billing experience that meets users where they are.
This roadmap helped us turn strategy into action, shaping a smarter, more supportive billing experience that meets users where they are.
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
Design Solutions
03 Design & Test
With a clear strategy in place, I moved into the design phase.
From the concepts that worked, we prioritised based on value (determined from the research phase) vs design / engineering effort, and decided on the following:
Insights as a quick win, with data largely ready on the back end
AI bill summaries as a higher-effort but high-impact investment
These solutions would help both users and agents speed up understanding, while paving the way for future innovation.
03 Design & Test
Key Design Decisions
Key Design Decisions
📲 AI Summary Splash Screens
I designed the screens below to bring our strategy to life:
I designed the screens below to bring our strategy to life:
Bill total upfront: Users see their total and due date immediately.
Bill total upfront: Users see their total and due date immediately.
Breakdown + AI insight: We show a clear breakdown and personalised AI-powered explanation to deliver on our goal of personalisation.
Clear next steps: Guidance on what to do next, to align with our principle of proactively educating customers.
THE PROBLEM
THE PROBLEM
When testing this with UW customers, we found that:
When testing this with UW customers, we found that:
✅ Breakdowns and "Next Steps" worked well
❌ AI insight was missed
✅ Breakdowns and "Next Steps" worked well
❌ AI insight was missed
THE SOLUTION
THE SOLUTION
To improve this, I designed a typewriter-style animation and retested:
✅ Users noticed the summary and found it to be valuable.
Therefore, we standardised this animation across the app solely for presenting the AI summaries.
👩🏻🔬 Background: Training the AI
I partnered closely with Data Science on prompt design, bringing customer insights from discovery to shape expected outputs. The model was trained to compare past and current bills, then summarise the changes.
Accuracy was validated first with billing experts, then with customer support agents who confirmed, it improved speed to context 🎉
Once we passed an 80% success rate, we were ready to design our first in-app experiment.
🧪 AI Summary Experiments
Experiment 1: Help Centre Pilot
Experiment 1: Help Centre Pilot
Our first experiment was a simple design placed in the Help Centre, where customers were already seeking billing support.
Our first experiment was a simple design placed in the Help Centre, where customers were already seeking billing support.
We targeted 5% of customers whose bills had fluctuated by more than 10%.
The results were encouraging: around 80% of customers who saw the summary didn’t call support, showing real resolution.
A few inaccuracies appeared, but this was expected as quality improves with use and time.
Next, we placed the summaries upfront in the app as originally designed and rolled out to another 5% of customers.
📈 #2 In-APP Billing Insights
I designed an Account Insights space to surface explanations, comparisons, and recommendations.
I designed an Account Insights space to surface explanations, comparisons, and recommendations.
🎯 Design goal: increase speed of understanding.
✍️ ITERATING THE DESIGN
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
After gathering the insights from testing, I designed for the most complex scenario first.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
To break this down, I explored a few layout patterns, but each one highlighted a clear usability issue.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
Scrollable cards
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
A swipeable set of cards for each balance.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
⚠️ What went wrong: Users couldn’t see how the balances related to each other, so they struggled to understand the bigger picture.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
Card Stacks
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
A vertical stack of breakdown cards.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
⚠️ What went wrong: Users still couldn’t understand the relationship between the balances at a glance.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
Timeline Cards
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
A linear, month-by-month timeline of balance changes.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
⚠️ What went wrong: It worked for billing, but completely fell apart when scaled across multiple services.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
Short Story Cards
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
Focused on meaning over numbers.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
✅ In testing, users quickly understood and could repeat back what they’d learned. This “short story” approach became the breakthrough.
I designed for the most complex scenario first — customers with three balances (direct debit, debt, and a budget plan).
To explain this, I explored several patterns:
❌ Scrollable cards: Users couldn’t see how balances related.
❌ Card stacks: Same issue.
❌ Timeline cards: Clear for billing, but not scalable across services.
✅ Short story cards: Focused on meaning over numbers. In testing, users quickly understood and could repeat back what they’d learned.
This “short story” approach became the breakthrough.
📊 USING COLOUR FOR TRENDS
Using Colour for Clarity
Design Systems initially felt icons alone should convey meaning. But in testing, icons caused confusion — the same arrow could signal opposite outcomes.
I introduced colour as a consistent signal. This improved speed to understanding by 5+ seconds, and I secured alignment with Design Systems to adopt it.
Using Colour for Clarity
Design Systems initially felt icons alone should convey meaning. But in testing, icons caused confusion — the same arrow could signal opposite outcomes.
I introduced colour as a consistent signal. This improved speed to understanding by 5+ seconds, and I secured alignment with Design Systems to adopt it.
Our Design Systems team originally believed that icons alone were enough to communicate trends, mainly because our cash back card space already used a simple up/down arrow to show performance:
Using Colour for Clarity
Design Systems initially felt icons alone should convey meaning. But in testing, icons caused confusion — the same arrow could signal opposite outcomes.
I introduced colour as a consistent signal. This improved speed to understanding by 5+ seconds, and I secured alignment with Design Systems to adopt it.
Using Colour for Clarity
Design Systems initially felt icons alone should convey meaning. But in testing, icons caused confusion — the same arrow could signal opposite outcomes.
I introduced colour as a consistent signal. This improved speed to understanding by 5+ seconds, and I secured alignment with Design Systems to adopt it.
This improved speed to understanding by 5+ seconds, and I secured alignment with Design Systems to adopt it.
Using Colour for Clarity
Design Systems initially felt icons alone should convey meaning. But in testing, icons caused confusion — the same arrow could signal opposite outcomes.
I introduced colour as a consistent signal. This improved speed to understanding by 5+ seconds, and I secured alignment with Design Systems to adopt it.
Using Colour for Clarity
Design Systems initially felt icons alone should convey meaning. But in testing, icons caused confusion — the same arrow could signal opposite outcomes.
I introduced colour as a consistent signal. This improved speed to understanding by 5+ seconds, and I secured alignment with Design Systems to adopt it.
✨ INSIGHT STORY SETS
In testing, cards were most powerful when presented as a set:
In testing, cards were most powerful when presented as a set:
1️⃣ Story
2️⃣ Light breakdown with CTA to dive deeper
3️⃣ Call to action
This structure clarified relationships between balances:
This structure clarified relationships between balances:
Total due ▸ Bill breakdown + due date + debt ▸ Set-up payment plan
Total due ▸ Bill breakdown + due date + debt ▸ Set-up payment plan
I shared the pattern across the other service designers, and it proved scalable.
I shared the pattern across the other service designers, and it proved scalable.
Engineering confirmed it was simple to build, so I contributed it to the Design System with usage guidelines.
✨ Story card sets became our standard for presenting insights in-app.
#3 Designing High-priority Actions
THE PROBLEM
THE PROBLEM
We needed customers to act with urgency, but testing showed this wasn’t coming through.
We needed customers to act with urgency, but testing showed this wasn’t coming through.
So I explored different CTA styles (shown below), but the key learning was clear: urgency wasn’t about button style — without proper hierarchy, actions didn’t land.
THE SOLUTION
We introduced a UW purple header (see below) as a quick, scalable way to create hierarchy.
We introduced a UW purple header (see below) as a quick, scalable way to create hierarchy.
It flexed across billing use cases:
Main page -> totals and key actions
History -> trends and bill lookup
Insights -> proactive prompts
It flexed across billing use cases:
Main page -> totals and key actions
History -> trends and bill lookup
Insights -> proactive prompts
✅ In testing, this version delivered the fastest task completion rates — users recognised and acted on priorities immediately.
✅ In testing, this version delivered the fastest task completion rates — users recognised and acted on priorities immediately.
DESIGN SYSTEM CONTRIBUTION
After collaborating with the design systems team, I contributed this header component to the App UI library with usage guidelines, giving squads a consistent space to surface key actions such as top-ups for the Cashback space or urgent price changes for Mobile.
END RESULT
🎉 This design made self-serve far easier across services, directly supporting our goal of reducing support calls.
🎉 This design made self-serve far easier across services, directly supporting our goal of reducing support calls.
#4 Adding Billing to the Bottom Navigation
#4 Adding Billing to the Bottom Navigation
To make billing more accessible, we introduced a dedicated Billing tab in the app’s bottom navigation — positioning it alongside other core journeys such as Home, Help and Cashback Card.
To make billing more accessible, we introduced a dedicated Billing tab in the app’s bottom navigation — positioning it alongside other core journeys such as Home, Help and Cashback Card.
The Full Billing Experience
Once design decisions were finalised, we had a full experience to work towards.
To ensure stability and collect feedback, we rolled out the feature in phases:
✅ Phase 1: Staff testers
Phase 2: 10% of Energy-only customers
Phase 3: All Energy-only customers
Phase 4: Energy + 1 other service
Phase 5: Full rollout to all eligible users
04 Deliver
📦 Gradual Rollout Strategy
Because this was uncharted territory, we rolled out through staged experiments, testing, measuring, and optimising before scaling.
To ensure stability and collect feedback, we rolled out the feature in phases:
✅ Phase 1: Staff testers
Phase 2: 10% of Energy-only customers
Phase 3: All Energy-only customers
Phase 4: Energy + 1 other service
Phase 5: Full rollout to all eligible users
Releases went first to staff, then to small complex cohorts like Energy, before expanding further.
I worked closely with engineering to QA, and catch edge cases early.
To ensure stability and collect feedback, we rolled out the feature in phases:
✅ Phase 1: Staff testers
Phase 2: 10% of Energy-only customers
Phase 3: All Energy-only customers
Phase 4: Energy + 1 other service
Phase 5: Full rollout to all eligible users
Overall, this experiment-led approach helped us deliver quickly, learn fast, and reduce risk.
To ensure stability and collect feedback, we rolled out the feature in phases:
✅ Phase 1: Staff testers
Phase 2: 10% of Energy-only customers
Phase 3: All Energy-only customers
Phase 4: Energy + 1 other service
Phase 5: Full rollout to all eligible users
What we achieved
What we achieved
Reflections
Reflections
There were things to improve:
There were things to improve:
The complexity of UW billing meant many edge cases only surfaced once live, we now document these for future use.
The complexity of UW billing meant many edge cases only surfaced once live, we now document these for future use.
On AI summaries, I learned how much trial and error prompt design requires, something I’ll factor into effort next time.
On AI summaries, I learned how much trial and error prompt design requires, something I’ll factor into effort next time.
What Went Well
What Went Well
💭 Early feedback from customers, agents, engineers, and stakeholders saved time and helped us land on the right solutions faster.
💭 Early feedback from customers, agents, engineers, and stakeholders saved time and helped us land on the right solutions faster.
📲 Reusable components like the header boosted customer propensity to reuse digital.
📑 Finally, we designed the entire billing app experience, starting from a static PDF.
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UTILITY WAREHOUSE
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