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The Project
Oracle's Energy & Water consulting team uses a customer utilities portal as a starting accelerator for utility company client engagements. Rather than building a customer-facing interface from scratch for each engagement, this portal serves as a reusable foundation to jumpstart projects.
I was brought in to redesign this portal from the ground up. The existing version was dated and did not align with Oracle's Redwood design system.
The Challenge
Utility portals handle a surprisingly broad range of interactions: viewing consumption data for gas, electric, and other utilities; reviewing historical trends; making payments; starting, stopping, or transferring service; and updating account information. Each of these is a distinct workflow with its own complexity.
The existing start-service flow was particularly cumbersome – many, many disjointed steps and a layout that felt like filling out a government form rather than setting up a utility account. Streamlining this flow was one of the main goals of this project.
The redesigned utilities portal landing page – desktop.
The Process
I led the redesign with a focus on clarity and efficiency. Utility customers are often interacting with their provider during stress – a service outage, an unexpectedly high bill, a move. The design needed to feel calm and reliable.
The start-service flow was redesigned with a progressive disclosure approach: we broke the process into smaller, clearly labeled steps that built on each other logically. Each step asked only what was needed at that moment, reducing the feeling of being overwhelmed by a long form.
The consumption dashboard was redesigned to surface the most actionable data first – current usage, recent bills, upcoming payments – while historical data remained accessible without dominating the experience.
Mobile view of the portal – responsive design ensures a consistent experience across devices.
The Outcome
Stakeholders within Oracle's Energy & Water team were elated with the redesign. The new portal is now used as a showcase piece in client conversations – a demonstration of what a modern utility customer experience can look like. Feedback from initial sales presentations was very positive.