SITUATION: The billing system was complex. Terms and charges were difficult to understand. In particular, users had trouble understanding why costs varied from month to month and whether their overall costs were within a reasonable range compared to similar customers.

TASK: Simplify bills for all POCs, make charges clear, and align to TBM taxonomy.

ACTION: Initial competitive analysis of billing reports and systems such as Pepco highlighted the need for bill comparisons, help text, and interactive dashboards to break down the data. Using a series of competitor bills and TBM taxonomy, I created a requirements list and ran card sorting to establish logical groupings. I created a design system, developed a site map, and reviewed user actions on each page. Prioritizing these actions helped inform low fidelity wireframes that, once validated, I converted to a high fidelity prototype.

RESULTS: The bills are easy to read, with an established hierarchy of importance including use of TBM taxonomy. For more details, users can check out FAQ, interactive dashboards, and bill details. Clients can also set notifications.