NB Power is the primary electrical utility in the Canadian province of New Brunswick. NB Power is a vertically-integrated Crown Corporation wholly owned by the Government of New Brunswick and is responsible for the generation, transmission, and distribution of electricity. Akendi was selected to redesign the NB Power website to improve its effectiveness as a tool for customers and other key user segments.
New responsive website brings public utility into the modern era
NB Power strengthens customer relations with a friendly website that makes it easy to pay bills and check account history.
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.
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.Case study