NB Power strengthens customer relations with a friendly website that makes it easy to pay bills and check account history.
Web Strategy, User Research, UX Design, Usability Testing, Front-end Development
NB Power strengthens customer relations with a friendly website that makes it easy to pay bills and check account history.
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.
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.
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.
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