Consumers Energy – UX for Internal Utility Planning App

Challenge

Consumers Energy needed a more intuitive way for their operations and forestry teams to plan service work across large geographic areas. Their existing process relied heavily on spreadsheets, technical tools, and domain expertise, making it difficult for newer or non-technical planners to step in without significant training.

Additionally, the app had to support integration with GIS systems, accommodate real-time updates, and work within the utility's internal IT ecosystem.

Solution

I led UX efforts to design a system that simplified technical planning into a clean, guided interface. This included:

• Conducting user interviews and card-sorting exercises with both senior planners and new hires
• Creating personas to reflect varying levels of GIS and technical knowledge
• Designing low- to high-fidelity wireframes using Figma, with interactive prototypes for usability testing
• Running iterative usability tests and A/B tests with internal users to validate workflows
• Collaborating directly with developers to ensure that design intent was preserved during front-end implementation
• Supporting agile sprint planning with UX story grooming and standups

The resulting interface provided an intuitive map-based dashboard where users could filter, route, and update field work plans. Features included context-aware tooltips, visual step-by-step planning paths, and form simplification based on job type.

Outcome

The redesigned app received positive feedback from both experienced operators and less technical team members. Key outcomes included:

• Reduced training time for new planners
• Increased confidence from stakeholders in Forestry and Operations teams
• Improved speed and accuracy in field planning decisions
• Seamless collaboration between UX, development, and product stakeholders within an Agile workflow

The project demonstrated the power of UX to bridge the gap between expert systems and broader accessibility—transforming a highly technical workflow into a usable product without sacrificing functionality.