Rhythm CSR
Rhythm Customer
Based on the interviews with the CSRs, we gained insights into our customers concerns and created a few user personas to reflect their pain points.
A simple and dynamic way for customers to understand price fluctuation in their energy
bills while reducing call volume for Rhythm Energy's call service center.
User research
Content Strategy
User testing
UI Design
Mockups
High Fidelity Prototype
CX
CSRs
Product
Leadership
Marketing
Engineering
May 2025 - August 2025
Problem Statement
Implement a digital solution that provides clear, personalized insights into billing fluctuations and enables customers to resolve common issues without the need for live support.
The Solution
Implement a digital solution that provides clear, personalized insights into billing fluctuations and enables customers to resolve common issues without the need for live support.
User Personas
To better understand the challenges related to high call volume, I conducted interviews with several call service agents at Rhythm Energy. I gained valuable insights into the most common customer concerns—primarily confusion around bill fluctuations, including usage patterns, TDU rate changes, and weather patterns. Their feedback highlighted a clear need for a more efficient, scalable solution that empowers customers to find answers independently.
Rhythm CSR
Rhythm Customer
Based on the interviews with the CSRs, we gained insights into our customers concerns and created a few user personas to reflect their pain points.
User Stories
To turn our persona's pain points into actionable solutions we created user stories and prioritized the ones we needed to follow for the MVP. Below are the user stories that guided the designs moving forward.
Based on the user stories and feedback from Rhythm's CSRs we decided to make a CTA in the customers portal by their amount due. This is the point in the customers journey where they call in due to bill shock. This CTA would lead to a bill breakdown page.
Wireframes
Usability Tests
After iterating through low and high fidelity wireframes we began working with the creative team to create visual assets and copy for the initial mock-ups. After stakeholder buy-in I began conducting user tests.
User Tests:
7/8/2024 - 7/12/2024
Based on the usability tests, we gained insights to what was working and what designs needed to be improved upon.
Quotes from the user interviews and their rating of the designs out of ten.
Usage Emails & Rhapsody
With the Understand My Bill feature approved, Rhythm's Marketing, CX, and Call Service team needed an updated Usage Email with borrowed components. CSR's also needed a way to view thes bill features in Rhapsody, our custom built internal tooling system built for the team, when talking to customers.
Some of the different email instances that would be triggered monthly based on the customers usage.
Working with our CSRs, we determined the ideal place within Rhapsody (Rhythm's Internal Tooling Software) that would be the most intuitive place for them to find the customers Bill Breakdown.
