NB Power is New Brunswick’s primary electric utility serving hundreds of thousands of households.
As a Crown Corporation, NB Power wanted to become known as a friendly and accessible utility while improving customer service.
In 2021, nbpower.com was ranked the #1 Canadian Utility website in the E Source Review of North American Electric and Gas Company Residential Websites.
Design Director – Akendi, Siobhan Kennedy
Akendi, in collaboration with Affinity Systems,
created a responsive website to provide customers with quick and easy access to the information they need, no matter what device they are using. The team analysed NB Powers’ broad customer base to develop three core user profiles: an average homeowner, someone who is often moving, and someone using the site during an emergency.
Akendi built the website architecture around these personas and created a concept and final visual design that conveys NB Power’s core values: being responsible, sharing knowledge and helping customers and the community.
Now New Brunswickers can easily pay bills, check account histories and report outages
from the desktop, mobile phone or tablet of their choice. The new site, including a completely
reimagined visual approach, lets customers see the human side of NB Power and encourages
engagement with the site’s news and information.
Akendi is a human experience design firm, leveraging equal parts
experience research and creative design excellence. We provide
strategic insights and analysis about customer and user behaviour and
combine this knowledge with inspired design. The results enable
organizations to improve effectiveness, engage users and provide
remarkable customer experiences to their audiences.
Akendi is an Experience Thinking innovation firm in digital user experiences. We are UX specialists
consulting for companies and organizations. Located in Toronto and Ottawa, Canada as well as London and Cambridge, UK.