Finding friction
When Jersey Electricity wanted to modernise its customer account forms - from change-of-address requests to meter updates - we went beyond back-end integration.
Yes, the new forms link seamlessly with customer care systems, making the process more efficient for the business. But that’s only half the story.
Many of these forms are complex and lengthy, covering detailed account, meter and billing information. Our UX designer worked closely with Jersey Electricity’s customer service team to understand where the previous forms caused frustration: where users dropped out, lost their way, or ended up calling for help instead.
Turning insights into UX
Those insights shaped every detail of the redesign. The new forms are clear, structured and logical, guiding customers through each step with confidence.
The result? A smoother, faster service that reduces customer support calls, saves staff time and delivers an exceptional digital experience.
The technology is clever. But the success comes from the people shaping it, combining integration expertise with human-centred design.
See our digital work for Jersey Electricty: www.jec.co.uk
