UX Case Study: Implementing a New System for Issuing Electricity Connections at CEB

Overview

The Ceylon Electricity Board (CEB) currently issues new electricity connections through a manual process, handling around 175,000 new connections annually. This system is often inefficient and slow. This UX case study aims to design a streamlined, user-friendly digital system to improve the application process, reduce wait times, and enhance the overall experience for users seeking new electricity connections.

Problem

The manual process for issuing new electricity connections at CEB is prone to errors, leading to delays and dissatisfaction for both customers and officials. This inefficient system struggles to handle the high volume of requests, resulting in a frustrating experience for users and operational challenges for the organization.

Objective

To develop a more efficient and accurate system for issuing new electricity connections at CEB, improving the customer experience and reducing errors.

Current Process

The current process involves four primary user groups: applicants, superintendents, clerks, and grama niladaris. These groups exchange various paperwork and communicate through multiple channels, making the process cumbersome and prone to inefficiencies.

Proto Persona

Proto-personas were created to foster empathy among users and gain a better understanding of their needs.

User Interviews

Through a series of interviews (3 physical + 2 virtual), the identified personas, goals, and pain points were validated. These interviews also uncovered two new pain points, providing deeper insights into user needs and further informing the design of the new system.

New Pain Points Identified through Interviews

1. Lack of Procedure Knowledge: Applicants lack information about the procedure for obtaining a new electricity connection.
2. Inflexibility in Date Alteration: Applicants are unable to alter the scheduled date for their connection.

Identified Issues for Resolution

Based on the findings from previous steps, the following list of issues to be resolved was identified

• Lack of Procedure Knowledge: Applicants lack understanding of the procedure for obtaining a new electricity connection.
• Lengthy Process for Establishing Connections: The current process is time-consuming in establishing connections.
• Inefficient Manual Application System: The manual application system operates inefficiently.
• Difficulty in Obtaining Status Updates: It is challenging for applicants to receive timely updates on their application status.
• Inflexibility in Date Alteration: Applicants cannot easily change their scheduled connection date.
• Inefficient Visit Management by Superintendents: Superintendents face challenges in efficiently managing site visits.

Solution

To address the identified issues, it was decided to develop a mobile-responsive web application as the solution.

Webapp User flow for Applicant

Webapp User flow for Superintendent

Webapp User flow for Clerk

Wireframe

Basic Design System

Main Colors

Secondary Colors

Topography – SF Pro Display

User Interfaces

Applicant | Mobile

Applicant | Desktop

Home Page

Procedure Popup

Forgot Application No. Page

OTP Page

Status Page

Application Page

Credit/Debit Card Page

Bank Payment Page

Superintendent | Desktop

Dashboard

Superintendent | Mobile

Clerk | Desktop

Dashboard

User Testing

Two solutions were suggested for the status-checking user flow:

1. Traditional Login/Sign-Up System: A conventional method requiring users to create an account and log in with a username and password.
2. OTP Login System: A streamlined method allowing users to log in using a one-time password (OTP) sent to their mobile device.

User testing validated that the OTP method is easier to use and more efficient for applicants.

After that, tested main user journeys with users and revealed webapp effectively resolves current issues, as confirmed by user feedback.

User testing revealed the following insights,

• Webapp is significantly more efficient than the previous manual system.
• The application process duration has been significantly shortened from days to minutes.
• The ability to provide real-time updates on the application process
• Applicants able know the application procedure clearly.
• Applicants have ability to request change scheduled dates via the webapp.
• Superintendents are able to effectively manage and organize applications and visits through the webapp.

Challenges

Planned to utilize the Google Translate API for the purpose of translating messages for applicants viewing languages other than that which the superintendent had typed. However, it was noted that the accuracy of the Google translations for languages such as English-Sinhala and English-Tamil was not entirely satisfactory, presenting a challenge within the project.

Conclusion

By implementing a streamlined, user-friendly digital system for issuing new electricity connections, the Ceylon Electricity Board (CEB) can significantly improve the efficiency and effectiveness of its service. The redesigned process will reduce wait times, minimize manual errors, and enhance the overall user experience.

Thank You.