Working as a UX designer for Centrica. I designed and conducted user research using a Figma prototype to explore customer perceptions, expectations and potential barriers to adoption. Using multiple tools such as Figma and Usertesting.
Summary
The problem
Business energy customers don't always have clear visibility of how their business consumes energy, where costs are being generated or what opportunities exist to reduce expenditure. We wanted to understand how business customers would respond to a new feature concept offering personal energy insights, consumption comparisons and recommendations to help them make more informed decisions about their energy usage.
My contribution
I designed and conducted user research using a Figma prototype to explore customer perceptions, expectations and potential barriers to adoption.
I created a prototype based user testing exercise and gathered feedback from 50 participants, focusing on how they understood the proposed functionality, the value they associated with the insights and their willingness to share business information in return for personalised recommendations.
Analysing the findings helped me identify several recurring themes:
Ease of use: Participants highlighted the importance of clear navigation and intuitive entry points when exploring the feature.
Cost-saving opportunities: Reducing energy expenditure and improving business profitability were the strongest motivations for engagement.
Actionable insights: Users wanted specific, personalised recommendations that went beyond generic energy saving advice.
Privacy and trust: Participants were comfortable sharing operational energy data but wanted clear boundaries around sensitive personal and financial information.
Perceived value: Overall interest in the concept was strong, with participants recognising the potential benefits of greater visibility into their energy consumption.
I used these findings to identify opportunities to refine the experience, ensuring the proposed feature focused on delivering tangible business value while addressing usability, personalisation and trust.
Tools & techniques
Prototype based user testing
Figma prototyping
High fidelity wireframes
User research
Qualitative feedback analysis
Usability evaluation
Impact
Overall satisfaction score from our survey increased from 80% positive to 86% based on 3 month periods.
Engagement within the portal increased with live sessions being recorded for longer periods of time
And increase on user journey progress as a self serve form
Feedback from advisers that they were able to book more appointments in as their time has become more free due to their clients filling out information which was no longer completed within their appointments, but done beforehand in the users own time
