Portfolio
shellenergy.com
Marketing Website
Customer Account Manager
Salesforce B2B Pricing Tool
Technician Tablet App
Customer Mobile App - iOS/Android
Call Center Sales Dashboard
Client Analytics Dashboard
Welcome.
I am John Simmons, a Product Designer currently working at Shell Energy Solutions
SHELL ENERGY BREAKS INTO THE B2C SPACE
FAST AND FURIOUS
EXCEEDING EXPECTATIONS
As a renewable energy provider, Shell Energy had been assisting businesses in the switch to renewable power. As of 2021, Shell Energy now looked to also provide that same renewable option to the residential market with a refocused Shell Energy website.
I was hired as part of the team in September of 2021. The development crew was already in place, tickets were geared up, and no designs had yet existed. I had to hit the ground running, working feverishly with the business and Product Owners to review requirements and establish layouts.
Thankfully, I am no stranger to quick deadlines. With years of experience behind me, I helped to guide the business on the journey from requirements to screen designs in record time.
ALWAYS EVOLVING
The initial version of this site was designed around the MP2 brand and logo. After our initial launch, we had but 30 days to take this from a newly launched site to a rebranded Shell Energy identity. As with any marketing based website, Shell Energy is always evolving and growing with the needs of the business.
The main goal of this website was to provide a place for a residential customer to research why renewable energy is right for them, and to also find a plan that fits their needs. Even in the face of aggressive timelines and the inability to go through standard user research in the beginning phases, we found massive success with the initial launch.
The business had set forth goals for customer acquisition from this newly launched website initiative. The goals were aggressive, but the business knew they had the right team for the job. The expectation was that we would hit these goals by the end of the year with aggressive marketing added. Little did they know that we would end up hitting our customer acquisition goals in only a matter of 3 months.
“Little did they know that we would end up hitting our customer acquisition goals in only a matter of 3 months.”
100% Renewable Energy Supp
100% Renewable Energy Supp
shellenergy.com
CUSTOMER ACCOUNT WEBSITE
FAST AND FURIOUS
PROJECT CHALLENGES (SALESFORCE)
Alongside the new Shell Energy website design, I was also responsible for the customer account portal we call My Energy Hub. This project was created in tandem with the website, but with a completely different product and business owners.
Yep, you guessed it. This project was no different than the marketing website. It was in the hopper and ready for design the minute my feet hit the floor. I worked with a completely different part of the business on these requirements and screens. Being new to the energy industry, there was a logic learning curve that had to be overcome as well during this process.
This was my first meeting with Salesforce designing. I instantly became acquainted with the word “limitation” on this project. As with any out of the box system, you have to design with the limitations of the framework. Those limitations can be a major hinderance, or an opportunity for creativity.
I worked to understand those limitations and how to work creatively inside of those boundaries. In all undertakings, there are always many factors to consider while designing a user flow or interface. You have to take into account the requirements presented, fit them into the framework of the technology stack available, and do it all within the timeframe you are provided. Learning to work this way and create effective and successful outcomes, has become one of my strengths and was visible during this project.
“Those limitations can be a major hinderance, or an opportunity for creativity”
My Energy Hub
account.ehub.shellenergy.com
My Energy Hub
account.ehub.shellenergy.com
B2B PRICING TOOL
My other projects at Shell Energy where all B2C client facing projects. This was my first design at Shell Energy where my audience was now B2B and the platform was Salesforce.
Shell Energy US
shellenergy.salesforce.com
Shell Energy US
shellenergy.salesforce.com
Shell Energy US
shellenergy.salesforce.com
Shell Energy US
shellenergy.salesforce.com
INSTALLATION TECHNICIAN SITE
As part of the customer journey at Smart Start, in most cases a device must be installed in your vehicle. That device must be installed by a shop technician located near you. That technician must be able to interact with the client and follow all required procedures during the installation visit.
BACKGROUND
THE INSTALLATION APPOINTMENT
THE GOAL
Smart Start manufactures and monitors Ignition Interlock Devices (also known as “Breathalyzers”). This is not the only product they provide, but these devices account for the majority of their customer base. Customers in most cases are required to have the device installed on their vehicle by a court or judge as a result of a DUI or DWI offense. Because of the legal ramifications connected to the customers interactions with Smart Start, the process to become a client is detailed.
The first step in becoming a client, and thus fulfilling your court ordered requirement, is to have the device installed in your vehicle. The installation is completed by a technician that is located either at a Smart Start corporate shop, or in most cases a contract shop. Most contract shops are in the business of something else (window tinting, oil changes, vehicle repair, audio, etc.) so when an installation happens on site, they must make sure to follow the defined process.
The goal of this project was to create an interface for the technicians that would allow them to walk through the entire installation process with a client. The importance of each step for both the capturing of customer data, verification of identity, and proper installation, made this a very important project. It was determined that instead of tying the user (a shop technician) to a computer screen, we design this based around a tablet experience. The tablet would allow the user to be mobile during his interactions with the client and installation of the device.
CLIENT PORTAL APPLICATION
This is a client interaction portal that allows users to connect with Smart Start regarding their Ignition Interlock account. The app is currently available on Google Play and the App Store. For those that do not have a smartphone, there is a web version.
Keep in mind that the users of this app do NOT want to have this device on their vehicle and are being forced to do so. This has always skewed the true rating of our app as the users feel as if it is a ranting platform for their overall issues.
BACKGROUND
PAY MY MONTHLY FEE
Smart Start traditionally had been a call center based company when it came to customer interaction. There had been no way for a client to do anything related to their account unless they called in. As a customer, this can be frustrating. Call centers are geared towards sales calls and not necessarily customer support. Long wait times can lead to customer dissatisfaction. But what if we provide an app that the customer can use to perform some of the most common actions that people call in to do?
One of the ongoing requirements as a client of any interlock provider, you have to pay your monthly charge for the service. This charge covers the cost of renting the device installed in your vehicle, as well as the fee that covers expenses for monitoring your usage of the device.
CALL CENTER APPLICATION
An effective call center agent needs an effective tool to perform the tasks they are required to do in a given day. Smart Start wanted to start from scratch and rethink the agent process and the tools they would need to do their jobs effectively.
BACKGROUND
THE SALES PROCESS
Originally developed sometime in the early 2000’s, the Java based application being used by the call center agents was ready for an overhaul. The interface screamed of an old Microsoft age gone by where minesweep and solitaire ruled the day. It was time to rethink the process and how the agents worked through a sales call and what was needed to make them successful. As with any system, over time with many additions and enhancements, the entire model must be re-thought.
As part of this journey, I had to understand the sales process. In order to do that, I had to meet with the business owners and actual users to define what the sales process looked like. I built a process flow diagram and we worked off of this diagram to start to refine the current process to what the new desired process would be. From there, we could then build screens to support this new flow.
Sales Portal
sales.smartstartinc.com
Sales Portal
sales.smartstartinc.com
Sales Portal
sales.smartstartinc.com
Sales Portal
sales.smartstartinc.com
Sales Portal
sales.smartstartinc.com
CLIENT ANALYTICS DASHBOARD
Part of our main responsibility as an Interlock provider in offender monitoring is to grant access to real-time monitoring of the clients to thier Monitoring Authority. These are the individuals responsible for making decisions on the outcome of the clients on the program. The current system was created using an external contract company.
Client Dashboard
monitoring.smartstartinc.com
Client Dashboard
monitoring.smartstartinc.com
Client Dashboard
monitoring.smartstartinc.com
GOAL
Update the system to incorporate future product integration, as well as improve the overall user interaction based on feedback received from our current system. The user base is 99% desktop usage with an average screen resolution of 1920 x 1080. The goal is to keep the information as robust as possible, while trying to keep it as clutter free or busy as possible in order to improve user interactions.
COMMUNICATION
In every project you have the potential for communication breakdown. The business has requirements and their idea of how the project should work. Then there are the Project Managers, Product Owners, and oh yeah the Designers. Next you have the Developers and Scrum Masters. Tons of people, all with different perspectives and who see the project in a different way.
Experience with these situations has taught me to bridge these communication gaps. Making sure that everyone is on the same page, speaking the same language, and seeing the same vision.
THANKS FOR VISITING.
ABOUT JOHN SIMMONS
I am a Product Designer based out of the Houston, TX area. I have over 12 years of experience in user centered design and agile methodology.
GOD, FAMILY, DESIGN. . .
I believe that life is all about balance. Keep you priorities in order and be diligent in everything you do. Success will follow you.
simmojo
simmojo