PSEG Long Island Case Study | Mobile Website | Usablenet

PSEG Long Isalnd

Man's hand using the PSEG Long Island mobile site on his mobile phone to report an outage

About PSEG Long Isalnd

Electric Company Needed a More Powerful Mobile Experience

PSEG is a New York-based, customer-centric electric company that focuses on delivering best-in-class reliability and storm response in Long Island and the Rockaways. Understanding the importance of mobile in delivering critical information regarding emergencies and changes in service to customers, PSEG Long Island partnered with Usablenet to deliver a better, more comprehensive user experience.

Keeping customers connected and informed

PSEG primarily sought to optimize the mobile experience for convenient customer logins and bill-pay. With Usablenet on board, the following UX features were added to enhance the overall mobile site:

  • Persistent header on each page with access to global menu and login
  • Click-to-call functionality
  • One-step bill payment
  • Expand/collapse functionality to streamline payment and enhance speed
  • Progress bar/security to build trust with users
  • A Storm Center that utilizes alerts and mobile messaging, and leverages GPS to deliver relevant storm information based on user location
  • Expanded My Account portal, making it easy for customers to manage their account, access a range of services, and stay connected during power outages

Mobile enhancements energize customer base

Thanks to Usablenet, customer use and satisfaction took off. From Q4 2014 to Q4 2015 mobile page views increased by 57%. In the first quarter after mobile release, over 62,000 visitors hit the My Account home page and the site registration page was hit over 38,000 times. In addition, customer satisfaction with Commercial Customer Service Online improved by 8% and Residential Customer Service improved by 17%.


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