ConEdison
Shifting from paper bills and call centers to self-managed, integrated digital products and services for customers, property managers, and providers.
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We evolved the Con Edison brand across all channels with a unified look, tone and feel (illustration, photography, writing) that gave the brand a bold and approachable personality.
We listened to what customers asked for and prioritized the tasks most critical to them (bill payment, bill analysis, energy usage, account management). A simplified user experience was accessible across desktop, mobile web, iOS and Android Apps.
We leveraged AI to help drive customers towards task-completion via digital products and assistance rather than a call center representative.
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Our team was fully integrated within the ConEdison business. We trained them in agile processes and product delivery, and worked alongside them to scale the product and services.
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1.4MM+ customers actively using the new account experience within 2 years
1.5MM+ Increase in mobile web users
+40 PTS increase in digital NPS
One of the first utility companies to offer near real-time data visualization
52% increase in customers that transferred service digitally within 2 years (3 years ahead of schedule)
“Caitlyn is a true disrupter in the business world, with an expertise in understanding consumers and growing businesses, both big and small. I learned so much working with her during our time at Wunderman Thompson and appreciated her experience and knowledge, especially her creative thinking! I highly recommend working with Caitlyn!”
— Tiffany Johnson, Data Strategy Leader