Customer experience
Hydro One – Corporate Website & MyAccount
A mobile-first redesign of Hydro One’s public website and self-service portal, built around a simpler, more customer-centred digital experience.
- Role
- Lead consultant, trusted advisor, and associate program manager
- Year
- 2017
Executive summary
Hydro One redesigned both its public website and MyAccount portal to create a more customer-centred experience on a modern, accessible, mobile-first platform.
My role
I served as lead consultant and associate program manager, managing timeline and scope, defining the digital experience and content strategy, and helping transition the service into ongoing support.
Approach
- Put mobile use and customer tasks at the centre of experience design.
- Connected single sign-on across four applications.
- Built to WCAG 2.0 AA accessibility requirements and search-engine best practices.
- Used Microsoft Azure as the hosting foundation.
- Defined support processes so the experience could operate effectively after launch.
Outcome
The redesigned experience was recognized by e-Source as the top-ranked North American utility mobile experience and design at the time. It also gave Hydro One a stronger foundation for ongoing customer-facing digital service.