copywriter.

con edison

Our team transformed the Con Edison customer experience by redesigning their sites and apps for a mobile-first audience, innovating their services, and evolving their brand identity. The work we produced empowered millions of customers to take better control of their energy by fully-modernizing the Con Edison Digital Self-Service Experience.

Based on user research, our designs prioritized the tasks most important to customers, such as bill payment and energy usage. We created a visual system that established hierarchy and consistency that was also inviting to customers.

Simplified features were created to allow millions of customers to set up services, pay their bills, and report outages in a few steps online or through voice and virtual assistants. This increased Con Edison’s digital customer satisfaction (NPS) score by over 50 points.

We designed an all new experience that made paying bills quick and painless. Customers’ amount due was placed front and center to provide a clear breakdown of how much they owe and why. We even did a full redesign of the paper bill to be easier to navigate and drive customers online.

With fresh typefaces and copy, custom photography, icons, illustrations, and animations, we were able to introduce more personality and consistency into the Con Edison brand. What started out as an evolved digital design system made its way across all touchpoints including physical experiences.

Over 60% of all transactions are now completed digitally, 3x higher than before launch. Plus, our work earned an array of awards including Webby Honorees for best site user interface, and best visually designed app, and best corporate communications.