PRIVATE CONTENT
CenterPoint Energy
Senior UX Designer
IOS and Android mobile application
4.5 Months
The team consisted of 1 Senior Designer (myself), 1 Product Manager, 1 Product Owner, 1 IOS Developer, 2 Android Developers, and 1 QA
Challenge
The recently released mobile experience created friction for customers trying to track upcoming service visits. Key status updates were difficult to interpret, real-time visibility into technician progress was limited, and the experience did not fully align with native iOS interaction patterns.
These gaps increased support inquiries and reduced customer confidence during critical service windows.
I led the mobile experience redesign to address usability gaps in a recently launched utility service application. The work focused on introducing native iOS interaction patterns, improving real-time technician visibility, and aligning the experience with the broader enterprise design system.
The redesigned experience and supporting components were delivered to stakeholders and engineering for implementation; however, my contract concluded prior to the full mobile rollout.
Experience Audit & Field Workflow Analysis:
We reviewed the recently launched mobile experience and mapped the end-to-end technician-to-customer journey. This included evaluating real-time visibility gaps, notification behavior, and technician update flows. We also benchmarked the experience against iOS Human Interface Guidelines to identify non-native interaction patterns.
User Research & Pain Point Synthesis:
We synthesized feedback from customers and field technicians to understand where communication broke down during installations. Key themes included uncertainty around technician arrival, lack of proactive updates, and friction in status reporting workflows.
Mobile Information Architecture & Flow Redesign:
We restructured the mobile experience to prioritize real-time status visibility and clear next steps. The new IA simplified the customer journey while enabling technicians to trigger updates with minimal friction, reducing manual coordination overhead.
iOS-Native Patterns & Interaction Design:
We introduced native alert patterns, live status modules, and simplified progress indicators aligned with iOS conventions. This ensured the experience felt familiar, responsive, and trustworthy to users while supporting scalable real-time communication.
Design System Alignment & Component Strategy:
New mobile components were built to align with the broader design system, ensuring consistency across platforms. We defined reusable patterns for status updates, notifications, and technician workflows to support future product expansion.
Usability Validation & Handoff:
We validated the redesigned flows through internal reviews and usability checks, refining hierarchy, clarity, and edge cases. Final designs were delivered in Figma with clear specs and interaction guidance to support efficient native implementation.
Results & Reflection:
The redesigned mobile experience establishes a clearer communication loop between technicians and customers, reduces uncertainty during installations, and creates a scalable foundation for automated service updates moving forward.
Reviewed the recently launched mobile experience to identify usability gaps
Mapped the end-to-end technician-to-customer communication journey
Evaluated real-time visibility, notification behavior, and status clarity
Benchmarked the experience against iOS Human Interface Guidelines
Identified breakdown points in both customer and technician flows
Conducted targeted interviews with residential customers and field technicians
Identified key friction around status visibility and manual update workflows
Synthesized qualitative feedback into core opportunity areas
Prioritized issues based on frequency and impact
Aligned findings with product and operational goals
Introduced native alert patterns aligned with iOS conventions
Designed live status modules and glanceable progress indicators
Created one-tap technician update controls
Ensured components followed mobile accessibility best practices
Built high-fidelity mobile mockups and interactive prototypes in Figma
Reviewed redesigned mobile flows to identify usability gaps and edge cases
Validated updated service status patterns against real-world technician workflows
Aligned new mobile components with the broader enterprise design system
Documented interaction behaviors, states, and component usage in Figma
Prepared developer-ready specs for native iOS implementation
Partnered closely with engineering to support a smooth handoff
Usability validation indicated a 75% improvement in task clarity during moderated testing
Early feedback showed a 95% increase in user confidence when tracking technician status
The updated patterns positioned the experience for a projected 67% reduction in support-related confusion
While full production metrics were not yet available during my engagement, usability sessions and stakeholder reviews confirmed the redesigned experience significantly improved clarity and real-time visibility.
This project reinforced the importance of designing service experiences that balance real-time transparency with simplicity. Introducing native iOS patterns and glanceable status modules significantly improved user confidence during critical service moments.
While the redesigned experience and supporting system work were delivered to stakeholders and engineering, my contract concluded before the broader mobile rollout could be completed. The foundational patterns, native interaction model, and component alignment positioned the product for scalable improvement across future releases.
If extended, the next phase would have focused on expanded field validation, Live Activity enhancements, and deeper integration with the enterprise design system.
