National Grid US Retail Web Platform
National Grid is one of the largest investor-owned energy companies in the world covering Massachusetts, New York, Rhode Island and the UK. National Grid is focused on one of the greatest challenges facing our society—delivering clean energy to support our world long into the future. They work with stakeholders to promote the development and implementation of sustainable, innovative and affordable energy solutions.
Driven by customer feedback, Lightmaker and CMS partner CrownPeak worked to completely overhaul National Grid’s US Retail Portal to streamline user experience and business processes. Key enhancements included streamlined bill payments, personalized energy usage insights, a powerful site search and an improved Storm Mode for relaying critical lifesaving information quickly and efficiently.
Lightmaker redefined the user experience for more than 30 customer journeys, including bill pay, start/stop/transfer service and reporting a gas emergency. One of the most important journeys was the process for how users would interact with and pay their bill.
Bill payment and other transaction-based user journeys may require users to switch between static content pages and authenticated content. As a result, Lightmaker integrated a single sign on (SSO) solution that ensures customer account information is properly exchanged between content and transaction web environments. The experience is seamless from a user perspective. The SSO solution integrates with National Grid’s two customer portals thus allowing customers with multiple accounts to access all account information in a single experience.
Lightmaker’s CrownPeak practice then implemented this experience on the CrownPeak Enterprise Saas WCMS. This next generation Digital Experience Management platform helped bring to life the new customer journeys and look and feel. The Enterprise nature of the solution allowed Lightmaker to integrate everything and connect with existing National Grid systems while allowing the National Grid team the ability to manage and support the solution.