Smart Meter Texas: Usability & UX Analysis Process and Implementation

Introduction An effort was undertaken to improve the overall user experience (UX) of the Smart Meter Texas web portal Retained Shannon Graf, a consumer insights professional Conducted a heuristic evaluation of the overall SMT site usability against industry standards and best practices Proposed changes to be considered to improve the user experience. The TDSP’s reviewed and elected to include recommendations that could be included in the new third party solution without impacting the ability to release third party in 2014. Ms. Graf then conducted user validation testing on the new SMT UX design changes Validated that the changes improved the usability of the site Incorporated feedback from these session with additional changes to further improve the user experience

Heuristic Evaluation of SMT Site Usability (UX)

Summary of Research Methodology Results The evaluation involved Ms. Graf utilizing the existing Smart Meter Texas solution to perform all new and existing customer functionality. Ms. Graf also walked through the design documentation and navigation prototype tool to review the new Third Party functionality. Results The research resulted in development of industry best practice recommendations intended to improve the Smart Meter Texas solution usability and user experience (UX).

Key Takeaways: Quick Fixes & Proposed Solution Quick Fixes solve for… Addressing key issues that are a barrier to success in the existing portal Reducing cognitive load currently required during each step from registration to management Consolidating the steps needed to register, view, and manage agreements Proposed Solution solves for... A simplified process which aims to reduce overall cognitive load and increase efficiency for all user types Organization of processes in modal windows by critical tasks Visual representation of key data to help users identify at-a-glance: pending agreements, overall usage, updates / notifications, and entry points to action items, (i.e. 3rd party agreements)

Summary of Recommendations Topic Description Recommendation High level findings and recommendations Identified key ways in which the existing infrastructure can be simplified to enhance the overall organization, ease of use, and navigation. Addressing the overall infrastructure under which business processes operate is critical to meeting the business objectives; at minimum, Phase I recommendations should be considered. Visual and relevant content Content that is prioritized by relevancy to the user types (3rd Party, Residential, Business), on a visual dashboard once they have logged in, will assist in quick identification of key information. Implement interactive dashboard functionality that allows users to drill down into more information, (i.e. 3rd Parties can view pending agreements at a glance via a content management system or CMS module). Consolidate and Group Like Content As an example, Customer Meters, Agreements, HAN Device Messages, My Profile, Company Profile, Manage Users, and Pending Approvals are related to ‘My Account’, but are not strategically linked to a flow. Regroup these options based on critical tasks: Evaluate (profile, information and messages) Create / Initiate (agreements) Manage (modifications to user accounts) Contextual Help Data entry fields that are industry-specific (i.e. not the standard name, address, email, phone) often become points of confusion and disrupt a process for users, particularly if they are unclear as to whether or not they have completed a step or the process in its entirety. Instead of excessive links to additional pages of content, provide guidance inline, particularly alongside data entry fields. Additionally, provide confirmation at the completion of a key step, as to what users have just achieved, (e.g. ‘Registration Completed! Click on the to the Messages tab to access your confirmation.’).

New Smart Meter Texas UX Presentation of New SMT UX Navigation Tool

SMT New UX Design Validation Testing

Summary of Research Methodology Results The study involved 15 in-depth interviews (IDIs) across two days on May 6th and 8th, 2014 in Dallas and Houston, respectively. The interviews were conducted with both residential and business customers and prospects, including representative consumers of the Hispanic community. Results The research resulted in consistent strategic and tactical findings across all respondents, and validated that changes made as a result of the first round of design reviews are positive and well-received.

Validation Testing Participant Profiles Mix of male (7) and female (8) Mix of residential SMT customers (5) and residential SMT prospects (4) Mix of current SMT small business owners (2) and prospective SMT small business owners (4) Hispanic representatives: Residential SMT customers (2) Prospective SMT residential customers (2)

Key Takeaways Opportunities for Improvement Strengths The new designs were deemed less overwhelming due to key options being presented as needed, not “all at once” The registration process for new customers was described as “simple” and “painless” The new ‘Usage’ default landing page for authenticated users was well-received, as it was described as “exactly why we are here” The revised order in which the authenticated navigation options are presented matched users’ mental model Opportunities for Improvement Both customers and prospects expected to see images of meters / in- home devices and / or scenarios explaining how tracking usage can save money The concept of connecting with, and viewing, friends’ usage was lost on users While they appreciated ‘About Us’, they still want to know “who is behind this” upfront on the Homepage Both customers and prospects, (whether SBOs or residential) mentioned wanting the option to contact SMT through an online channel – whether web form or live chat – if they had questions

Additional Changes to Solution Implemented

Summary of Changes Made Based On Validation Testing Added information to the ‘What is Smart Meter Texas’ FAQ Unauthenticated Residential Landing and Business Landing - Added scenarios describing how tracking usage leads to savings in energy and ultimately cost Global Navigation About Us – Added links to the TDSP web sites Registration Steps within SMT – Added description of a Third Party Authenticated Agreements – Added content to clarify description of 3rd parties agreements and Friends agreements Changed ‘Share Testimonial’ to ‘Share Feedback’ ‘Friends and Family’ not changed due to complexity

User Experience Implementation The UX heuristic evaluation was an in depth study with a wealth and volume of results documented by Ms. Graf. The report from Ms. Graf is not included in this presentation but will be published for access by the Market As stated previously a selected portion of the study recommendations were implemented that could be included in the new third party solution without impacting the ability to release third party in 2014. Additional UX heuristic recommendations can be included in future releases through the AMWG change request process if so desired by the Market.