Human-centered design systems and product experiences
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Technology & Software
Utility Apps, Billing Portals & Service Platforms
USAGE,BILLSAND OUTAGESMADE CLEAR
We build utility customer apps, digital billing portals, outage maps, and service request systems.
A utility serves everyone and hears from them when something goes wrong. The call centre fills up during every outage, and simple requests wait behind the queue.
Where utilities lose time and goodwill
Five problems that are common in this industry, and what we build against each one.
Outages with no information
Customers phone to ask whether the company knows about the fault, and each call tells them the same thing.
Outage maps
We build live outage maps with the affected area, the estimated restoration time and updates as crews report.
Bills that prompt a call
A customer cannot see why this bill is higher than the last one and rings to ask.
Billing portals
We build clear bills with history, comparisons and plain explanations of what changed.
Requests that need the phone
Moving in, giving a reading or agreeing a payment plan is handled by an adviser, one call at a time.
Service request systems
We build self-service requests with identity checks and tracking, so routine work does not need a call.
No view of consumption
Customers see their usage only when the bill arrives, long after they could have changed it.
Consumption dashboards
We build usage views from meter data with alerts for unusual consumption.
An app that only shows a balance
The app gives customers no reason to use it instead of calling.
Customer apps
We build apps that cover payments, usage, outages and requests in one place.
Everything we build for utilities
Design, engineering and AI in one team, so the website, the apps, the back office and the agents are made to work together.
Websites and brand
- Utility website design
- Service and tariff pages
- Help pages
Software and integrations
- Billing and outage system links
- Meter data
- Regulatory reporting
AI agents
- Utility service agent
- Voice receptionist
- Public service agent
- Receivables agent
AI agents for utilities
Outages explained, requests routed
Custom agents that work inside your own systems and channels, with clear limits and a person in charge of the decisions that matter.
Agents we build for utilities
Each agent is built around your own systems and rules, with a person in charge of the decisions that matter.
These are custom development services. Each agent's page says what it does, where it stops and what has been demonstrated so far. See all agent solutions
Start with the problem that costs you most.
Tell us what customers call about during an outage. We will show you how to answer it on the map.
What to bring
- How the process runs today, in a few lines
- The systems it has to connect to
- Who decides, and your timing
Asked before the first call
Short answers to the questions that usually come first. The rest is settled in scoping.
Yes, through their interfaces. The integration is planned with your IT team and tested before anything is shown to customers.
It is designed for that peak, with cached pages, a status mode that keeps working under heavy load and tests against the traffic you expect.
Yes. We design and test to accessibility standards, and the phone and other channels remain for those who prefer them.
Answer the outage on the map.
Every engagement starts with a scoping conversation. It is free, structured, and useful whether or not we work together.