Mercury - My Framer Site

Project overview

Mercury NZ is a leading electricity generation and multi-utility retailing company. In 2022 Mercury acquired Trustpower and needed a new app as part of a larger project including a new public website and self-service portal. While working at Catch Design (a digital partner to Mercury for some time) I was involved from the beginning as the Lead Designer for the app, responsible for working through the UX and execution of new UI for the native app (iOS and Android). Working to a strict deadline and as part of a close agile team with the project owner, marketing lead, developers and other designers, good communication throughout the process was key.

Project overview

Mercury NZ is a leading electricity generation and multi-utility retailing company. In 2022 Mercury acquired Trustpower and needed a new app as part of a larger project including a new public website and self-service portal. While working at Catch Design (a digital partner to Mercury for some time) I was involved from the beginning as the Lead Designer for the app, responsible for working through the UX and execution of new UI for the native app (iOS and Android). Working to a strict deadline and as part of a close agile team with the project owner, marketing lead, developers and other designers, good communication throughout the process was key.

Project overview

Mercury NZ is a leading electricity generation and multi-utility retailing company. In 2022 Mercury acquired Trustpower and needed a new app as part of a larger project including a new public website and self-service portal. While working at Catch Design (a digital partner to Mercury for some time) I was involved from the beginning as the Lead Designer for the app, responsible for working through the UX and execution of new UI for the native app (iOS and Android). Working to a strict deadline and as part of a close agile team with the project owner, marketing lead, developers and other designers, good communication throughout the process was key.

Challenge

The challenge was to combine the best of both Mercury and Trustpowers existing services and create a new experience for both existing and new customers. The goal was to establish a unified design language and consistent experience shared across the app, website, and customer portal. Business goals included increasing conversion rates and sales, reduced cost to serve, reduced churn rate and better accessibility for all users.

The project provided an opportunity to completely rethink and redesign the app experience – looking to the latest UX and design practices and trends to provide the best customer experience possible.

Challenge

The challenge was to combine the best of both Mercury and Trustpowers existing services and create a new experience for both existing and new customers. The goal was to establish a unified design language and consistent experience shared across the app, website, and customer portal. Business goals included increasing conversion rates and sales, reduced cost to serve, reduced churn rate and better accessibility for all users.

The project provided an opportunity to completely rethink and redesign the app experience – looking to the latest UX and design practices and trends to provide the best customer experience possible.

Challenge

The challenge was to combine the best of both Mercury and Trustpowers existing services and create a new experience for both existing and new customers. The goal was to establish a unified design language and consistent experience shared across the app, website, and customer portal. Business goals included increasing conversion rates and sales, reduced cost to serve, reduced churn rate and better accessibility for all users.

The project provided an opportunity to completely rethink and redesign the app experience – looking to the latest UX and design practices and trends to provide the best customer experience possible.

Process

Customer archetypes and in-person interviews uncovered user needs and priorities.
Top Task research clarified which features mattered most such as latest bill information, rewards and usage — guiding key design decisions.
A revised information architecture was developed reflecting insights from research with Rewards, Billing and Help at the top level and Account Management now accessible via the new account switcher on the dashboard.
An open and collaborative approach was taken to ideation, encouraging exploration and sharing of ideas.
A new design system was created to ensure consistency and scalability, covering navigation, inputs, layouts and more.
Prototypes were built around core user journeys and tested, with findings shared back with stakeholders to inform further refinement.

Process

Customer archetypes and in-person interviews uncovered user needs and priorities.
Top Task research clarified which features mattered most such as latest bill information, rewards and usage — guiding key design decisions.
A revised information architecture was developed reflecting insights from research with Rewards, Billing and Help at the top level and Account Management now accessible via the new account switcher on the dashboard.
An open and collaborative approach was taken to ideation, encouraging exploration and sharing of ideas.
A new design system was created to ensure consistency and scalability, covering navigation, inputs, layouts and more.
Prototypes were built around core user journeys and tested, with findings shared back with stakeholders to inform further refinement.

Process

Customer archetypes and in-person interviews uncovered user needs and priorities.
Top Task research clarified which features mattered most such as latest bill information, rewards and usage — guiding key design decisions.
A revised information architecture was developed reflecting insights from research with Rewards, Billing and Help at the top level and Account Management now accessible via the new account switcher on the dashboard.
An open and collaborative approach was taken to ideation, encouraging exploration and sharing of ideas.
A new design system was created to ensure consistency and scalability, covering navigation, inputs, layouts and more.
Prototypes were built around core user journeys and tested, with findings shared back with stakeholders to inform further refinement.

Solution

The redesigned app delivered a cleaner, more intuitive experience, making it easier for users to manage Electricity, Broadband, and Billing in one place. Key features were streamlined and supported by an updated UI that improved clarity, accessibility and self-service usability.

User feedback was highly positive, with strong praise for the simplified navigation and overall look and feel. The client viewed the app as a significant upgrade, aligning with their goal of offering a more unified and user-focused digital experience.

Solution

The redesigned app delivered a cleaner, more intuitive experience, making it easier for users to manage Electricity, Broadband, and Billing in one place. Key features were streamlined and supported by an updated UI that improved clarity, accessibility and self-service usability.

User feedback was highly positive, with strong praise for the simplified navigation and overall look and feel. The client viewed the app as a significant upgrade, aligning with their goal of offering a more unified and user-focused digital experience.

Solution

The redesigned app delivered a cleaner, more intuitive experience, making it easier for users to manage Electricity, Broadband, and Billing in one place. Key features were streamlined and supported by an updated UI that improved clarity, accessibility and self-service usability.

User feedback was highly positive, with strong praise for the simplified navigation and overall look and feel. The client viewed the app as a significant upgrade, aligning with their goal of offering a more unified and user-focused digital experience.

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