AEP OPCO Redesign

Timeline: Approximately 1.5 years (October 2019 - February 2021)
UX Team Makeup: 1 Lead UX Analyst, 1 Lead UX Researcher, 1 UX Analyst, 2 Senior Interactive Designers, 1 QA Analyst

Project Overview

The AEP OPCO Redesign project highlights the integral role UX plays when it is seamlessly integrated throughout the entire project process. The UX team kicked off the project with tasks such as content benchmarking, a baseline usability test report and a heuristic review. Later the team pioneered a templated content approach (involving defining components and the creation of a DSM), created wireframes, high fidelity mockups, conducted comprehensive user research that culminated in development and were also responsible for rigorous QA. UX was the guiding force propelling excellence at every stage of this redesign. 

My Contributions

In my role, I took charge of enhancing user experiences by assisting the lead researcher in all usability tests. Remote testing (due to the COVID-19 pandemic) for both mobile and desktop mockup versions were conducted throughout the entire project (including the initial IA). I created the structure of the first components, (shown in a wireframe for the “Safety” section), designed intuitive interfaces for “Account Settings”, streamlined the “Notifications” section, and optimized the user journey through a fluid “Report Power Outage” flow (one of the top 3 user tasks on operating company sites).

About UX Research & Usability Testing

Usability testing involved unmoderated studies such as A/B testing and chalkmark testing, focusing on both mobile and desktop navigation. As a part of the team, I supported the Lead UX Researcher in developing discussion guides and tasks for usability testing. This testing also encompassed recorded remote moderated studies conducted with AEP customers spanning various operating companies (OPCOs). The objective was to address immediate user experience concerns, including aspects such as:

  • Navigation on mobile and desktop platforms

  • Homepage layout

  • Account settings

  • Payment processes (Bill pay)

  • Reporting power outages

  • Initiating, stopping, or transferring services

  • Assessing user responses to notifications, alerts, and rebates

  • Research also delved into matters of design aesthetics, banner blindness, and the effectiveness of taxonomy used

Safety

Wireframe & High Fidelity Mockup

Account Settings & Notifications

Wireframes

Report Power Outage

Flow recommendation for logged in and logged out '“states”

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