ATCO has been proudly serving communities across Alberta since 1947. Today, many Albertans rely on ATCO Electric and ATCO Gas for various needs, from reporting outages to setting up gas lines. Recognizing the importance of providing a seamless online experience, ATCO identified an opportunity to enhance their existing websites. To achieve this, they enlisted our technology consulting expertise to evaluate the content, design, and user experience of these two web properties. The goal was simple: make it easier for visitors to access information, ensuring they feel confident about the available resources and how to manage their utility services.
The project’s primary objective was to assess the overall customer experience, content quality, and the state of the websites. This evaluation aimed to uncover areas for improvement and provide valuable recommendations. Based on customer feedback, several key opportunities were identified:
The existing ATCO Electric and ATCO Gas websites had the unintended consequence of confusing customers, often forcing them to resort to contacting support for assistance. As a result, the ultimate recommendation is to deliver an enhanced online experience that improves the information architecture, reduces friction and ultimately decreases the workload of the ATCO teams.
We spoke with over two dozen ATCO staff and customers to understand current pain points for website users.
Both quantitative and qualitative testing was performed and the data from these tests was collected from a cross-section of both residential and commercial customers.
We used the data to inform & illustrate how customers move through the current websites to complete top scenarios, then reimagined how those scenarios can be improved.
We conducted a mix of qualitative and quantitative studies as part of our research process. From this valuable data, we generated a new information architecture and multiple future state journey maps for each website, and these outputs outlined the fundamental recommendations for enhancements.
Our proposed solution involves a significant overhaul of the information architecture for both ATCO Electric and ATCO Gas websites, coupled with a set of prioritized recommendations aimed at improving content quality, usability, and accessibility on critical pages.
In addition to these recommendations, we’ve developed 7 key principles to steer the implementation of our proposed solution:
From here, ATCO is armed with the intel, and the implementation of these suggestions will create an improved experience for ATCO Gas and Electric customers. The information on these sites can get technical, but with the correct treatment can become accessible and relevant for all customers.