SUNGEVITY SOLAR

I ran the UX/UI Design of this project for the installation/purchase fulfillment component of a seamless online solar experience.

 

The problem we were solving at this stage in the customer journey was that after a customer purchased a Sungevitiy solar system online, they had no way to track the progress of their purchase fulfillment online. Customers would receive a .PDF packet via email that told them what the next steps in their fulfillment process would be; a home visit from a solar technician, an inspection and solar permitting, more paperwork signing, an installation date, interconnection (customer gets to literally flip the switch and turn their system on!),  but all these dates and details could get lost in email threads and were difficult to reference by many of our less tech-savvy customers. Paperwork often required updates and revisions during the fulfillment process and was effectively out of date the moment it was sent (.PDF's are static containers for information after all.) 

 

This meant that customers had to wait for email updates from sales or operations people to keep them informed as to the progress of their solar installation next steps. This could cause frustration, confusion or even cancelations if communication took too long.

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I partnered with the Project Manager and with the internal post-sale Operations Team and gained an expert understanding of Sungevity's fulfillment process.

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I applied the design thinking process of empathizing, defining, ideating, prototyping, and testing to design and deliver a seamless post-sale, solar fulfillment tracking web app for our customers.

 

I began by empathizing with our customers to understand their pain and mapped that to an understanding of our internal operations team pain and technical and business process limitations to discover ways to simplify our fulfillment process and provide the fewest possible number of steps and the simplest way to keep customers up to date with their fulfillment process. 

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I defined the problem (lack of transparency and regular communication throughout the fulfillment process) and the opportunity (provide a single transparent source of truth that is easy to access, always up to date, and provides a 2 way street of communication between the customer and Sungevity points of contact) and began to ideate. I worked with stakeholders throughout our operations team to unpack their pain points and come up with viable solutions. We did this in regularly scheduled working sessions, writing out pains and wants and needs on post-it notes and sticking them to a whiteboard and soon found themes and categories that helped us synthesize this information into low fidelity wireframe web page designs.

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I used Sketch and InVision to create high fidelity prototypes and worked with the project manager to test these designs with customers and with operations team members, using their feedback to iterate and arrive at a good version 1.0 "Installation Steps" design that met both parties needs.