Oracle — Customer Experience for Utilities

Oracle's CX4U platform spans e-commerce, customer service, analytics, market operations, customer & program management, device management, field services, and network operations for utility companies — built around a shared product surface that shows up as a laptop dashboard, a voice assistant, and a mobile app.

The problem: utility companies were moving away from traditional, physical asset management toward a digital service — and their customers struggled to enroll in and complete programs.

The solution: redesigned the Customer 360 experience, enrollment flows, navigation hierarchy, and accessibility — across customer & program management, device management, and DR (demand-response) event management.

The outcome: a 42% increase in enrollment completion.

The CX4U Residential project needed an interactive prototype for a sales demo scheduled one month after I joined the team. I ran a workshop — objective, targets, ground rules, and deliverables laid out up front — with a Product Manager, a UX Director, a Principal UX Designer, a Sr. Developer, and a Sr./Jr. UX-Product Designer pair.

Caitlin, a Utility Corp customer service rep, needs to understand a customer's overall situation quickly so she can solve common requests and provide effective service. In her own words: “There are far too many apps, spreadsheets, and notes that need to be gone through to find customer information.”

Her pain points: she can't figure out where to find customer info, especially when the customer is already upset; she ends up in the same place despite using different paths; and she struggles to navigate multiple complex apps with different interfaces across tabs and windows.

The agent's workflow mapped every screen from My Day through a client's account, bills, and payment detail — paired with a Customer 360 task breakdown for the agent's main activities, tasks, and stories.

From daily wireframing sessions with a product manager: embed a queue for incoming calls and chats so the system identifies the customer the moment an agent takes it, then prompt the agent straight to that customer's Customer 360 page — spotlight, billing and usage data, and insight into their problem, all in one place.

A Customer 360 experience that took Caitlin out of a dozen disconnected tools and into one place — enrollment flows, navigation, and accessibility redesigned around what she actually needed mid-call, shipping a 42% increase in enrollment completion for the utility companies using it.

A separate engagement: a Web3, blockchain-based platform for surveying, tracking, and analyzing distributed energy resources — solar generation, grid assets, batteries, EVs, and demand-response events — built on Oracle Alloy and Oracle Blockchain Platform for DRMS admins, distribution operators, and power traders to manage assets and transactions in real time.