PPL Electric Utilities

Challenge

Pennsylvania (PA) and Rhode Island (RI) each had their own business rules different from each other and LKE. Their branding was nearly identical, however, vastly different from LKE. My task was to update the user experience to align with the business rules of each op-co for each app and marry the PA and RI branding with the LKE app design.

Rhode Island billing edge cases including states of the billing screen and payment workflows.

UX Solution

• Aligned 100+ screens across 20+ workflows for iOS and Android devices with LKE as much as possible, delineating for business rules requirements.

• Adapted 7+ web experiences unique to each op-co for iOS and Android mobile apps.

• Omitted low-fidelity wireframes and moved straight into high-fidelity design by utilizing the robust design system – yet another time saving part of the process.

Original LKE outage reporting workflow. Designed by Kendall Kiernan.

PPL Rhode Island outage reporting workflow.

Design Solution

• Aligned with the PPL brand team on a visual direction that removed drop shadows, added strokes, and updated colors to align with the PPL parent brand. The rest of the app look and feel remained aligned with the LKE app to convey a cohesive one PPL experience.

• Modernized the design file and system. This process saved hours of time once we transitioned from the Pennsylvania app to the Rhode Island app.

Price to Compare screens with PPL Pennsylvania branding applied.

High-level standard payment plan states: down payment due for enrollment, active enrollment, and payment plan completion.

OnTrack payment plan card states including active enrollment, active application, and overlapping active enrollment and application scenarios.

History

I was brought onto the PPL project as lead product designer because of my experience with the original LKE app. In 2021, I designed the usage experience during Phase 2 of the LKE mobile app development using the established design system and workflow paradigms. This included a usage graph, usage table, and several edge cases.

Challenge

We didn't have the time or budget to develop an interactive graph that allowed users to tap and drag to see more usage data than the screen space allowed.

Solution

I solved for this by designing a dropdown menu that allows users to switch between the current and past 6 months of data.

The usage experience with PPL Rhode Island branding applied.

After usage, I designed the paperless billing enrollment experience, supported the LKE team with small app updates, and mentored a junior designer on their work designing the cashless pay experience. I became well-versed in the world of LKE. I used this historical knowledge to design new experiences and guide the visual direction of the new PPL apps for Pennsylvania in 2024 and Rhode Island in 2025.