Discovery readout

CMS modernization & website redesign

​

08 NOVEMBER 2023

LIBERTY

Today’s presentation will cover:

AGENDA

Project overview

01

Executive summary

02

What we heard

03

Where we’re heading

04

LIBERTY | DISCOVERY

onenorth.com

Discovery team

ONE NORTH

Director, Client Account Services

​

Lisa Kozaruk

Associate Director, Project Management

​

Jeff Stanton

Sr. Manager, Content Strategy

​

Min Shepherd

Director, UX Strategy

​

Zach Schloss

Sr. Manager, UX Strategy

​

Breanne Hamilton

Director, Technical Strategy

​

Pete Amundson

Director, Data Strategy

​

Ben Magnuson

Data Strategist

​

Bhargavi Kashyap

Content Strategist

​

Meg Rux

Design Director

​

Collin Koetz

LIBERTY | DISCOVERY

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Core discovery team

LIBERTY

Sincere thank you to our extended team members for your collaboration and invaluable strategic input.

• Stipe Maglica
• Lauren Preston
• Matthew Ryrie
• Calum Hughes
• Thomas Sullivan
• Chris Hilborn
• Stephanie Bose
• Kelli Price

LIBERTY | DISCOVERY

• Heather Miller
• Dan Belson
• Glen West
• Greg Sorensen
• Breland Rogers
• Jane Dargie
• Matthew Macedo
• Nika Karliuchenko

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Process overview

OVERALL

We just completed the Discovery Phase, which aims to surface the strategic and creative inputs for understanding the current state and the opportunity space.

Discovery

Research that identifies and informs how we create a distinct and immersive digital experience that drives sustainable performance and results.

Define

Define how we express the Liberty user experience, while mapping to technology architecture.

Design, build, QA �& launch

Design, build and test the website, ensuring that the experience and technology operate seamlessly.

LIBERTY | DISCOVERY

We are here

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Discovery objective

• Discovery phase readout report
• Proto-personas & journey maps
• Define phase brief

DELIVERABLES

PROJECT OVERVIEW

Approach

Key activities

One North partnered closely with Liberty for 6+ weeks to understand the current site experience and opportunity space.

LIBERTY | DISCOVERY

Facilitated collaborative working sessions to align on goals, generate feedback and explore areas of opportunity.

Conducted workshops to gather proto-persona, journey map, content strategy, design system, and technology ecosystem understandings.

Performed website and comparator audits.

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Improving the online customer experience

EXECUTIVE SUMMARY

Liberty’s customer care comes through in actions and support programs, but customers are often frustrated when interacting with the website. Liberty can extend their culture of care by creating a customer-centric site—so all users can complete tasks with ease and efficiency.

Today, the site confuses users more than helps them.

To improve customer satisfaction:

1. begin by laying a foundation for growth
2. then, improve day-to-day customer experiences
3. when you’re ready, expand your audience reach

​

LIBERTY | DISCOVERY

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Liberty 5-year roadmap

EXECUTIVE SUMMARY

LIBERTY | DISCOVERY

LibertyUtilities.com

AlgonquinPower.com 

and Additional Brand Sites

Mass Market Customer Portal

LCI, Landlord Portal

Marketing, Content

CIAM

API Tier

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What we heard

Findings from stakeholder interviews, audits and working sessions

SECTION 03

Lay a foundation for growth

FIRST AREA OF OPPORTUNITY

LIBERTY | DISCOVERY

“We need to implement solutions that not only meet the needs but are scalable. To accommodate growth pillar and to grow consumer, user base and services offer—scalability is key.”

​

“Supportability, we’re not a development shop, we’re an IT shop. We shouldn’t build custom solutions but leverage off the shelf.”

​

​

Stakeholder interviews

Liberty pillars

Liberty's first brand pillar states, “We build for the future.” By laying a foundation for growth, you're not only reflecting this pillar on the website—you're also delivering on the brand promise to “act in ways that stand the test of time.”

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Lay a foundation for growth

FIRST AREA OF OPPORTUNITY

Meeting day-to-day customer expectations and expanding audience reach depends on laying a strong foundation. Without it, site optimization becomes much harder.

To start, focus on:

• Technology expansion to support scaling new content, regions, commodities and acquisitions.
• Centralized governance for improved content management and to support future acquisitions and growth.
• User tracking and measurement to understand audience needs and build a foundation for customer focused design.�

LIBERTY | DISCOVERY

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Technology that works

HOW DO WE GROW?

Know your base needs

The technology that underpins Liberty must meet the following needs to be considered a feasible platform

• Author governance – Auditing, workflow, responsibility
• Author security – Access policy, authentication and authorization, role management
• Content governance – Versions, historical knowledge
• Scalability and availability – Respond to high spikes in traffic across multiple regions without downtime

Know your capabilities

Understand the best fit for the ongoing support and enhancement with the current team and the organization direction

• The IT team is not organized as a development team meant to support and enhance the website platform
• While there are preferences toward technologies and hosting, there is not a firm restriction on the technologies that drive the website
• Rolling in more acquisitions and existing sites doesn’t need to increase content workflows and duplicative tasks

​

LIBERTY | DISCOVERY

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Technology modernization

HOW DO WE GROW?

LIBERTY | DISCOVERY

Modernization towards a headless website architecture backed by a robust content management system and capable IT system interfaces will provide the backbone for Liberty’s future.

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Technology modernization – User Interface

HOW DO WE GROW?

LIBERTY | DISCOVERY

A decoupled, headless user interface allows for rapid development, flexible design composition, reusability, and faster adjustments.

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Technology modernization – Content Service

HOW DO WE GROW?

LIBERTY | DISCOVERY

A robust, governed content service supports the business needs to secure and manage content while allowing for ease of distribution to frontend services.

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Centralized governance

OPERATIONAL OPPORTUNITIES

LIBERTY | DISCOVERY

Content models

Outlining reusable standards for content creation and formats

Design system

Bringing all regions into the same visual system

Components

Leveraging the design system to create reusable patterns

Improve site management and support scaling efforts by creating consistency and standards including:

Page templates

Leveraging components to create relationships and hierarchies of information into responsive designs

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User tracking and measurement

OPERATIONAL OPPORTUNITIES

Benchmark user engagement

Tracking and measuring user engagement with site elements helps illuminate broad user intent

• Current measurement framework does not track behavioral analytics, such as engagement with elements and CTA
• Benchmarking allows success of design changes to be measured while also providing an indicative user intent
• Sets foundation for optimization experiments

Advanced analytics framework

Selection of measurement tool to connect disparate systems will build the foundation to visualize user journeys in entirety

• This will build foundation for unified measurement approach and discover ways to establish user identity
• Selection of analytics tool will also help align with the governance and privacy requirements
• Improved measurement and attribution of campaigns will also provide insights into unique user patterns

​

LIBERTY | DISCOVERY

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Improve day-to-day customer experiences

SECOND AREA OF OPPORTUNITY

LIBERTY | DISCOVERY

“We have just under 1 million customers. The vast majority don’t think about us, unless something goes wrong.”

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“We want to take care of them and not make it hard.”

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“We don’t compete with customers, but it’s coming.”

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Stakeholder interviews

Voice of Customer survey

“Website needs improvement. There are issues with log in attempts and navigation. I keep getting booted out as I try to navigate the site and payment process.”

​

“Redesign entire website with customer in mind.”

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Improve day-to-day customer experiences

SECOND AREA OF OPPORTUNITY

Without meeting day-to-day customer expectations, Liberty may risk losing customers when choice becomes a greater option.

Start improving the residential customer experience by focusing on: 

• A task-based navigation to help new and returning users easily find the information they need to complete workflows.
• Provide education by describing utility choice options, service impacts due to climate change and proof-points for why customers should choose Liberty.
• Create a responsive, digital-first experience given most users are accessing the site from their mobile device.
• Provide streamlined identity management to improve ease of use across accounts and devices.

LIBERTY | DISCOVERY

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Anticipating user needs

WHAT DOES GOOD LOOK LIKE?

Minimalist design and plain language breaks the process down into manageable steps. Sidebar navigation is consistent throughout the process and provides context for which step the user is on.

LIBERTY | DISCOVERY

Making tax filing easy

Turbo Tax

CRED

Behavioral design system for an all-in-one banking experience

An all-in-one application to pay credit card bills, rent and other bills in just five taps. It reduces handling of multiple credit cards by making the process extremely simple, easy and convenient.

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Content improvements can enhance task wayfinding

AUDIT ANALYSIS SCORES

Scoring legend - Lagging ◎ Average ◉ Above average ★ Exceptional

LIBERTY | DISCOVERY

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Liberty’s content prioritization and accessibility is hindering wayfinding

ONE NORTH'S FINDINGS

Inconsistent reading levels

With some pages at a 12^th grade reading level, making it difficult to understand

LIBERTY | DISCOVERY

Minimal visual hierarchies

With little prioritization between components and actions, reducing clarity for users to find what they need

Duplicative tasks

With varying taxonomy and functionality across options, risking user confusion

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Liberty's educational content is sparse—and hidden

ONE NORTH'S FINDINGS

Most educational content is curated into tips �for safety. 

Conservation education is also deprioritized on the site.

These tips could be useful and practical for the average customer in their day-to-day utility usage, housing it under a "Safety" label may cause some users to overlook it.

Customers may be missing key opportunities to learn how to actively play a part in sustainability.

LIBERTY | DISCOVERY

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Some regional sites are not fully responsive

ONE NORTH'S FINDINGS

New York Gas

Mobile experience does not include primary navigation options and the ancillary information does not neatly stack. Overall, the experience appears broken or extremely truncated.

LIBERTY | DISCOVERY

New Brunswick

Mobile navigation options vary from desktop options and upon initial selection, requires the user to re-open the menu to learn of more sub-navigation options.

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Comparators empathize with user needs and support key tasks

COMPARATOR FINDINGS

Task navigation

Eversource provides audience specific content and highlights a few key tasks.

LIBERTY | DISCOVERY

Mobile-first

All Eversource regions are responsive, and content has a condensed mobile format.

Education

Dominion Energy educates Ohio customers on Energy Choice and eligibility.

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Immediate and accessible content for all

HOW CAN TECHNOLOGY IMPROVE THE EXPERIENCE?

Meet customers where they are

Building on a foundation of support and empathy allows for nurturing positive relationships with your customers and supporting external conformance pressures

• Accessible design, content, and journeys are a requirement for any utility to support, assist, and inform customers. Needs: Technology to support additional structures and content.
• Conforming to governmental, regional, and social requirements reduces friction that can tarnish the brand and goodwill of the organization. Needs: Conformance validation and ongoing evaluation.

Supporting in times of concern

Any system that is meant to be the focal point when a customer’s stress and concern are highest, should not put roadblocks in the way toward actionable information

• Providing a platform with the availability and capability to handle both a daily baseline and incredible spikes of traffic when emergencies occur. Needs: Structured and monitored caching layers.
• Giving people quick and easy access to relevant information in real-time for any outages, billing details, usage, etc. supports the customer where they are. Needs: Secure and reusable service tier.

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LIBERTY | DISCOVERY

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Streamlined identity management

HOW CAN TECHNOLOGY IMPROVE THE EXPERIENCE?

Federated authentication

Authentication is handled by a single authority which is leveraged by multiple subscribing systems

• Secures authentication into a single source
• Combines identities across websites, commodities, and services
• Reduces onboarding and offboarding speed and risks

Global identity

Customers and users are aligned to a single, comprehensive identity

• Reduces friction between all secure interfaces, web and mobile
• Supports identity-based monitoring and support
• Allows for more robust journey analysis and success metrics
• Opens possibility of direct and exact personalization

LIBERTY | DISCOVERY

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Streamlined identity management – Process

HOW CAN TECHNOLOGY IMPROVE THE EXPERIENCE?

LIBERTY | DISCOVERY

Modern identity processes utilize global, shared identity management services using industry authentication and authorization flows.

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Streamlined identity management – Initialization

HOW CAN TECHNOLOGY IMPROVE THE EXPERIENCE?

LIBERTY | DISCOVERY

When a user requests a page or functionality that requires identity, the system requests the identity from the global identity management system (typically a CIAM). This results in an authentication flow, including the Login form flow. On success, the originating system receives the identity information and presents the secure content.

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Streamlined identity management – Reuse

HOW CAN TECHNOLOGY IMPROVE THE EXPERIENCE?

LIBERTY | DISCOVERY

When a user traverses into a separate system (website, app, etc.), that system will request the identity from the global identity management system. If the user is already authenticated, they will not need to re-login and may be unaware that an identity establishment has occurred, this results in a smoother and more seamless experience.

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Utilize identities for audience identification and user intent

BETTER TECHNOLOGY FOR EFFECTIVE MEASUREMENT

• Global, intelligence-driven IAM platform for access governance that ties user’s identities, permissions and roles to business rules will increase compliance and operational efficiency.
• This will help establish a strong foundation for analytics by introducing the ability to identify, combine, and manage multiple sources of data.
• This would add to the capability to build advanced analytics models for predicting and optimizing outcomes.
• To ensure that technology architecture, capabilities and analytics drive transformation, it is important to build operational efficiency in transforming and modeling data.
• This will contribute to data driven design decisions and providing users with optimum experience.

LIBERTY | DISCOVERY

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Leverage content, design and technology to improve �day-to-day experiences

OPERATIONAL & EXPERIENTIAL OPPORTUNITIES

Streamline content & messaging

Make it quick, clear, and easy to understand—especially when it supports user tasks. Streamline navigation options with a guided experience, reduce cognitive load, and align to Liberty voice and tone.

LIBERTY | DISCOVERY

Leverage technology to support optimizing the user journeys for all visitors. Build upon the solid foundation with data and experiences aligned to a user’s current needs. Use identity to improve engagement and satisfaction while also gaining additional analysis benefits.

Prioritize information using visual design

Implement visual hierarchy through a measured use of imagery, visuals, diversified typography, and micro-interactions on a component and page level basis to engage and direct users to interact with specific types of content.

Reduce friction through technology

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Expand audience reach

THIRD AREA OF OPPORTUNITY

LIBERTY | DISCOVERY

“Designed for Residential and Small Commercial customers today.”

​

“We would like to have a niche for landlord portals. A quarter of our customers move every year, many live in rental properties. One move could be 3 phone calls.”

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Stakeholder interviews

“Love to have a separate portal for people building new construction—to know what is required, what is available, and step by step where their work is. Most frustrating thing for them, they’re all done and last thing they need is the water meter on. Without that can’t put property up for sale and buyers are walking away because Liberty is behind in processing.”

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Expand audience reach

THIRD AREA OF OPPORTUNITY

Once the core experience has been established, Liberty has an opportunity to optimize customer satisfaction by supporting underserved audiences and personalizing the experience.

Evolve your culture of care by: 

• Creating a differentiated site experience to better support underserved audiences.
• Designing tools for large scale customers managing more than one Liberty account and development partners.
• Enhancing user journeys with content targeting to better address audiences needs and cater to their preferences.�

LIBERTY | DISCOVERY

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Supporting customers

WHAT DOES GOOD LOOK LIKE?

Experiences dedicated to three main customer types: personal, business and commercial. With tools designed for each customer type’s needs and content set-up to support self-service.

LIBERTY | DISCOVERY

Curating experiences and support by customer type

Chase

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A unified strategy is needed to support multi-account customers or development partners

ONE NORTH'S FINDINGS

LIBERTY | DISCOVERY

Regional variations in commercial experiences

with some regions prioritizing this content as a separate site experience and others just displaying a few pages in the sites’ footer. 

Minimal landlord content for select regions

even though interim and stop/start service needs may result in multiple calls to Liberty’s service center.

Dedicated resources are not set-up to scale

Economic development content lives on mini-sites for NH & MA, while business development and supplier content could be streamlined.

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Tools vary by region and are not set-up to support all audiences

“Try to accommodate requests for other audiences, but it doesn’t feel like a seamless solution.”

ONE NORTH’S FINDINGS

Western regions use Power Clerk

for developers to create and upload documents, while other regions leverage printed maps.

when multi-account customers expect aggregated dashboard views and bills.

LIBERTY | DISCOVERY

Not all commercial needs can be met leveraging residential tools

Goals & Measurement sessions

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Customers preferences are at odds

ONE NORTH'S FINDINGS

LIBERTY | DISCOVERY

And regions are not set-up to support personalization across audience types.

• High-income groups are influenced by sustainability and green options, while lower-income groups are skeptical.
• High-income groups are likely to change electrical suppliers and will pay more for sustainable choices, while low-income groups strictly focus on affordability.
• Lower-income groups prefer using cash and need financial support.

​

Content relevancy and site structure result in synergies

AUDIT ANALYSIS SCORES

LIBERTY | DISCOVERY

Scoring legend - Lagging ◎ Average ◉ Above average ★ Exceptional

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Eversource caters to specific audience needs

COMPARATOR FINDINGS

Content relevancy

Eversource provides audience specific content by leveraging a global residential vs. business site structure consistently across regions.

LIBERTY | DISCOVERY

Partner tools

Eversource provides partner portal experiences to consider the unique needs of a wider audience base.

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Optimize learnings and strategies to expand customer satisfaction

OPERATIONAL & EXPERIENTIAL OPPORTUNITIES

Determine a global strategy for addressing non-residential customer experiences

Allow the strategy to direct the site’s organizational structure, supporting resources and tool development.

Leverage measurement strategies to personalize content

​

To increase customer satisfaction by anticipating user needs and providing them with content relevant to their task at hand.

LIBERTY | DISCOVERY

Close the content gap across audiences

Establish a messaging framework and create content for non-residential customers by leveraging:

• Liberty’s values and key pillars
• Proto-personas and journey maps
• Analytics

Scale your design system

To provide distinction across audience experiences and cater to their various sophistication levels.

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Where we’re heading

One North's recommendations and next steps

SECTION 04

North star

AS WE MOVE FORWARD

Build for the future

Meet customer expectations

Align technology to Liberty's operating model and deliver an experience that supports your customers’ needs.

Prioritize users’ biggest pain points first (e.g. login, bill pay). Continually collect user feedback to inform Liberty's roadmap (surveys & analytics). Align content and experience design with key persona needs.

Account for growth

Build a system that can grow and flex over time to meet evolving user needs and company growth. Support with measurement and governance to enable continual improvement. Be able to adapt to feedback and observations quickly and measurably.

LIBERTY | DISCOVERY

Prioritize Liberty values, such as working in the “best interest of our customers” and placing “our customers’ interests at the heart of all our activities.” Consistent technology functionality, experience design and messaging helps the site consider all users. Considering all users honors Liberty’s values.

Consider all customers

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Liberty 5-year roadmap

AS WE MOVE FORWARD

LIBERTY | DISCOVERY

LibertyUtilities.com

AlgonquinPower.com 

and Additional Brand Sites

Mass Market Customer Portal

LCI, Landlord Portal

Marketing, Content

CIAM

API Tier

onenorth.com

Guiding principles

AS WE MOVE FORWARD

• Centralize governance and optimization
• Design for consistency, reusability and extensibility
• Measure CX through usability, accessibility and satisfaction
• Focus on users’ primary tasks
• Anticipate diverse user needs
• Personalize the user experience

LIBERTY | DISCOVERY

To drive customer experience performance, growth and retention:

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LibertyUtilities.com roadmap

AS WE MOVE FORWARD

LIBERTY | DISCOVERY

2023

2024

Define

Design, Build, QA & Launch

Discover

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What’s ahead in the Define phase

AS WE MOVE FORWARD

• Headless CMS strategy
• Information architecture and sitemap
• Content strategy development
• Data measurement strategy approach
• Mood boards
• Build strategy (Requirements, MVP definition, backlog)
• Content migration mapping
• Tree testing*

LIBERTY | DISCOVERY

*Recommended activities for Liberty’s approval

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Next steps

IMMEDIATE

One North to finalize & send Define phase project brief to Liberty 

EOD Friday (11/10/23)

Liberty to provide any feedback or questions from Discovery phase readout

EOD Wednesday (11/15/23)

Define phase scope & budget alignment

ASAP; at least prior to end of week 11/13/23

Define phase start

ASAP; resourcing timing is dependent on SOW signature or verbal approval

LIBERTY | DISCOVERY

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Thank you.

One North is a full-service digital agency helping businesses solve complex problems in creative ways. We’re makers, technologists and relationship builders guiding you toward what’s next.

Unlike traditional agencies, we stitch together a deep level of expertise across disciplines so that we can do the work of multiple teams. With capabilities in brand and communications, digital experience, technology and infrastructure, and optimization and insights, we can take on any challenge. ��One North is a TEKsystems company. For more information visit onenorth.com.

Appendix

LIBERTY UTILITIES | DISCOVERY

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Analysis criteria (1 of 2)

LIBERTY | DISCOVERY

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Analysis criteria (2 of 2)

LIBERTY | DISCOVERY

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Current state proto-personas & journey maps

High Income Residential Customer • Low Income Residential Customer • Landlord • Commercial Customer • Community Developer

LIBERTY DELIVERABLES

Current state proto-personas and journey maps

OVERVIEW

What is a proto-persona?

Personas are an archetype of a user used by product teams to better understand and empathize with their audiences from a business and personal context.

• Personas are based on data, facts and research, while proto-personas are generated from assumptions and hypotheses
• The Liberty proto-personas are based on both assumptions and YouGov research

Proto-personas & journeys are living artifacts to leverage during the define & design phase

We’ll utilize these artifacts to ideate solutions and define:

• Messaging & personalization frameworks
• Inform information architecture & taxonomy

Teams typically continue to update and evolve these artifacts as they learn more about their users or modify the experience.

LIBERTY | DISCOVERY

https://today.yougov.com/

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Regulator

AUDIENCE KEY TAKEAWAYS

Given this audience is ensuring regulatory compliance, no content or user flows are expected for this audience member and thus no persona and journey maps will be created. Key information regarding a Regulator’s review of a regional site includes:

Findable

Consistent

• Ensures information and outage maps are easy to find
• Checks if financial assistance is on homepage

• Ensures messaging is consistent across commodities and jurisdictions

Compliant

Timely

• Ensures public information remains available for the required timeframe
• Ensures rate updates and outage maps are accurate, comprehensive and compliant

• Checks in on outage information, percent of customers impacted, emergency and alert information

LIBERTY | DISCOVERY

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Current state information architectures

Main.com • California • Central • New Brunswick • New York Gas

LIBERTY SITE AUDIT

Liberty | main.com

HIGH LEVEL INFORMATION ARCHITECTURE

LIBERTY | DISCOVERY

FAIR

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California

HIGH LEVEL INFORMATION ARCHITECTURE

LIBERTY | DISCOVERY

FAIR

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Central

HIGH LEVEL INFORMATION ARCHITECTURE

LIBERTY | DISCOVERY

FAIR

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New Brunswick

HIGH LEVEL INFORMATION ARCHITECTURE

LIBERTY | DISCOVERY

FAIR

Mobile primary navigation has sequential and quality variances: For Home, For Business, Community, Partners, About Us, Press, Contact Us, Legal

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New York Gas

HIGH LEVEL INFORMATION ARCHITECTURE

LIBERTY | DISCOVERY

POOR

Mobile experience does not include primary navigation options, the ancillary information does not neatly stack and the experience appears broken or extremely truncated.

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Current state information architectures

Dominion Energy • Eversource • SMUD

COMPARATOR SITE AUDIT

Navigating to relevant community information

HIGH LEVEL OPERATIONAL STRUCTURES

LIBERTY | DISCOVERY

Eversource | Massachusetts

HIGH LEVEL INFORMATION ARCHITECTURE

LIBERTY | DISCOVERY

Dominion | Idaho

HIGH LEVEL INFORMATION ARCHITECTURE

LIBERTY | DISCOVERY

SMUD

HIGH LEVEL INFORMATION ARCHITECTURE

LIBERTY | DISCOVERY

• Outage FAQs
• Rotating outage map
• Financial assistance
• Ways to pay
• Bill Pay Your Way

• Budget Billing program details
• Paperless Billing
• Understanding your bill
• Billing FAQs
• Digital Tools

• Fraud awareness
• Report power theft
• Report a dark street light
• Report signs on poles and graffiti
• File a claim
• Unclaimed checks

*Customer Support section has page-level navigation aligned to it:

Content serving the needs of the organization

AS WE LAY THE FOUNDATION FOR TOMORROW

LIBERTY | DISCOVERY

Choosing a technology for the future.

Align on a system that supports the absolute needs of the organization and the customers

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Priorities

DEFINE PHASE

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• Curabitur rutrum imperdiet massa, vel sollicitudin.

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• Curabitur rutrum imperdiet massa, vel sollicitudin.

LIBERTY | DISCOVERY

Requires update

Owner: Zach, Pete, Min, Lisa

Priorities: (via Pete)

1. Lay a technology foundation that supports Liberty's real-world needs
2. Align the content and experience with your key customers intentions
3. Be able to understand and adapt to feedback and observations quickly and measurably

​

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Define phase roadmap

RECOMMENDED

LIBERTY | DISCOVERY

Requires update

Owner: Zach, Pete, Min, Lisa

Project overview, design and build

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Recommended team

OPTIONAL HEADER TEXT

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DEFINE PHASE

Phasellus ut velit nisi.

Phasellus ut velit nisi.

Phasellus ut velit nisi.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Curabitur rutrum imperdiet massa, vel sollicitudin.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Curabitur rutrum imperdiet massa, vel sollicitudin.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Curabitur rutrum imperdiet massa, vel sollicitudin.

LIBERTY | DISCOVERY

Requires update

Owner: Zach, Pete, Min, Lisa

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LIBERTY | DISCOVERY

“We need to level up on how the organization approaches content design and implementing it. So that whatever we do in this project we can take and grow/improve post project.”

​

“We should communicate to a broad audience rather than silo and target messages.”

​

“Teams go off and do their own thing–shadow comms, IT, etc.– because we’re not set-up to support them.”

​

“Implement solutions that are not only meeting the needs but are scalable. To accommodate growth pillar and to grow consumer, user base and services offer—scalability is key.”

​

“Supportability. We’re not a development shop, we’re an IT shop. But we shouldn’t build custom solutions but leverage off the shelf.”

​

​

Stakeholder interviews

“The web site is difficult to navigate, and I need options for paying online without charging customers. Especially for customers in rural areas.”

​

“The website is less than user friendly. I've been locked out of my paperless billing part of the website. Tried the instructions I had been given and was again promptly locked out again.”

​

“I can’t get onto my account on your website. I put in my info and it just continues to buffer. I never get to pay my bill.”

​

“Your website and customer portal is abysmal. It is unbearably and unacceptably slow. Not to mention it is poorly organized and difficult to use.”

​

“I had trouble with finding the web page on Google after the name change to just Liberty.”

​

“Just fix the website login process to make it clear and user friendly.”

​

​

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Voice of Customer survey

onenorth.com

LIBERTY | DISCOVERY

“We need to implement solutions that not only meet the needs but are scalable. To accommodate growth pillar and to grow consumer, user base and services offer—scalability is key.”

Stakeholder interviews

Voice of Customer survey

“Your website and customer portal is abysmal. It is unbearably and unacceptably slow. Not to mention it is poorly organized and difficult to use.”

​

onenorth.com

Centralized technology for a positive customer experience

LAY A FOUNDATION FOR GROWTH | WHAT DOES ‘GOOD’ LOOK LIKE?

Chaayos

• With fast-paced growth in mind, the company invested in technology to develop their own POS, CRM, ordering kiosk, and supply chain solution.
• It brings efficiency and speed in the system and helps reduce waste. It also helps in identifying what works best for customers. All the menu additions are based on customer data and enable them to tailor customer experience accordingly.
• Built IoT based tool called Chai Monk. When an order is placed, Monk automatically receives the details and can customize milk, sugar, tea leaf and add-ons all by just placing the order at the POS. It has completely automated the process of chai making, bringing consistency across all Chaayos cafés.

LIBERTY | DISCOVERY

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Behavioral design system for an all-in-one banking experience

LAY A FOUNDATION FOR GROWTH | WHAT DOES ‘GOOD’ LOOK LIKE?

CRED

• It is an all-in-one application to pay credit card bills, rent and other bills in just five taps. It reduces the headache of handling multiple credit cards by making the process extremely simple, easy and convenient.
• CRED became the first-ever fintech application to have a fully functional neuromorphic design. The brand rolled out Copper, a new design system inspired by Neumorphism.
• Introduced “Form as a Function” and designed the functionalities and features keeping user behavior at the core.
• Features such as informative screens, Assisted Best Actions (ABA) framework provided simple, elegant and efficient user experience.

​

LIBERTY | DISCOVERY

Design system

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A dynamic design system for future needs

LAY A FOUNDATION FOR GROWTH | WHAT IS LIBERTY GETTING RIGHT?

Current component base is unified but simple

Designs and components are simple and unified but lack a sense of visual and functional diversity and can’t handle user and business needs.

LIBERTY | DISCOVERY

Create a diversified design system

Design a unified but multi-faceted system of components that can fill different functional, content, or visual needs to help make user flows more inherent.

onenorth.com

Comparators focus on a consistent site experience

LAY A FOUNDATION FOR GROWTH | WHAT DID WE FIND?

Dominion Energy

Eversource

From a messaging perspective, Dominion relies on a narrative of community engagement and storytelling.

In terms of UX, the navigation on the site is good, with a consistent format and visual experience across its eight states.

​

Eversource’s messaging aligns to key values and pillars throughout the site.

The navigation is consistent and clear, with site level toggles for residential and business audiences.

LIBERTY | DISCOVERY

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LIBERTY | DISCOVERY

“Customers are different… Highly sophisticated with technology vs. drive thru lane in Pine Bluff handling in cash.”

​

“Give customers a sense of comfort that they might know local office, but whole team of thousands of people behind those front-line workers to support and ensure reliable service.”

​

“We want to take care of them and not make it hard.”

​

“When have a service call and someone coming out there, knowing where they’re at, knowing they’re six stops away. And what is the window of someone showing up.”

​

“Don’t compete with customers, but it’s coming, footprint that everyone in that has to use this service, caveat though more choices like solar panels, battery in garage or charge with our energy during cheap times and use during expensive .”

​

“Just under 1 million customers, vast majority don’t think about us, unless something goes wrong.”

​

​

Stakeholder interviews

“Website is hard to use and navigate.” – Sierra Vista, JD Power

​

“Website needs improvement. There are issues with log in attempts and navigation. I keep getting booted out as I try to navigate the site and payment process.”

​

“The paperless billing portal does not work. It rarely lets me log in and when I do log in, it logs me out when I click any of the links. It's quite frustrating to say the least. Please add option on main webpage to "View" bills. Your website seems extremely outdated, even with the updates. Please advise!. I need to see my bills. Thank you”

​

“I signed up for your My Account. I used the login link from the confirmation email you sent and it took me to an error page telling me the page stating: "404 We couldn't find the page... Sorry, but the page you are looking for was either not found or does not exist. Try refreshing the page or click the link below to go back to the Homepage. Go back to Homepage”

​

​

Voice of Customer survey

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LIBERTY | DISCOVERY

“Just under 1 million customers, vast majority don’t think about us, unless something goes wrong.”

​

“We want to take care of them and not make it hard.”

– Stakeholder Interviews

​

“Redesign entire website with customer in mind.”

– Manchester, JD Power

​

“Website needs improvement. There are issues with log in attempts and navigation. I keep getting booted out as I try to navigate the site and payment process.”

– Voice of Customer Survey

​

​

​

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Anticipating user needs

STREAMLINE TASKS & SELF-SERVICE | WHAT DOES ‘GOOD’ LOOK LIKE?

turbotax.com

​

• Minimalist design breaks the process down into manageable steps.
• Each selection box is the same size, so no single prompt gets more attention than another.
• Sidebar navigation is consistent throughout the process and provides context for which step the user is on.
• Plain language that anyone can understand is used throughout.
• Questions are presented in a natural and logical order. Using conditional logic ensures that users never have to answer questions that don't relate to their situation.

​

LIBERTY | DISCOVERY

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Dedicating resources to specific audiences

EXPAND AUDIENCE REACH | WHAT IS LIBERTY GETTING RIGHT?

Specific content for business and economic development

Within the main site navigation, developers and suppliers can access Partnering Solutions content.

The Business Development page and Supplier Information page give users a thorough explanation that the new site can streamline.

Considering scalability, the Economic Development page pushes users to a unique minisite outside of LibertyUtilites.com and NH and MA pages push to their respective minisites.

​

LIBERTY | DISCOVERY

Liberty highlights a lot of important information

STREAMLINE TASKS & SELF-SERVICE | WHAT IS LIBERTY GETTING RIGHT?

Promotes important navigation elements

Rich content

Focus on tasks

Liberty offers multiple touchpoints to important information. But users can navigate more easily with reduced cognitive load.

It’s important to make content more accessible by decreasing reading level and increasing reading ease. Update and reduce the number of pages.

Displaying key tasks helps create a guided experience, but confusion may occur given all the variations for a similar task.

LIBERTY | DISCOVERY

Primary User Actions and Navigation

STREAMLINE TASKS & SELF-SERVICE | CURRENT NAVIGATION

​

LIBERTY | DISCOVERY

Pay Bill

Central - Homepage

Automatic Payment

Outages

Central - Homepage

General Inquiry

Rebates

Central - Homepage

Rebate Options

Key tasks

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Visually directing users towards self-service

STREAMLINE TASKS & SELF-SERVICE | WHAT IS LIBERTY GETTING RIGHT?

Use visual hierarchy to prioritize information

Liberty currently serves up a large amount of information to the user while also prompting them to take certain actions. A greater use of visual hierarchy between components can create a clearer path for users to find what they need.

LIBERTY | DISCOVERY

LIBERTY | DISCOVERY

“Would like to have a niche for landlord portals. Quarter of our customers move every year, many live in rental properties. One move could be 3 phone calls.”

​

“Municipal portal during big outage events to provide info to them and degree of interaction for them to load info for us...would be really useful.”

​

“Love to have a separate portal for people building new construction to know what is required, what is available , and step by step where their work is. Most frustrating thing for them, they’re all done and last thing they need is water meter on and without that can’t put property up for sale and buyers are walking away because Liberty is behind in processing.”

​

“Hard to understand aggregate relationship with Liberty.”

​

​

Stakeholder interviews

“Redesign entire website with customer in mind.” – Manchester, JD Power

​

​

​

Voice of Customer survey

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Understanding all users allows companies to support them better.

EXPAND AUDIENCE REACH | WHAT DOES ‘GOOD’ LOOK LIKE?

Chase

• Within the global navigation, users can toggle between the personal, business, or commercial site.
• Centralized log-in across all customer regions.
• Task based global navigation.

LIBERTY | DISCOVERY

Dynamic, centralized systems

LAY A FOUNDATION FOR GROWTH | WHAT DOES GOOD LOOK LIKE?

Aspirational

Chaayos

Centralized technology for a positive customer experience

Within reach

CRED

Behavioral design system for an all-in-one banking experience

Custom POS, CRM, ordering kiosk, and supply chain solution. Menu additions are based on customer data and the experience can be tailored by customer

An all-in-one application to pay credit card bills, rent and other bills in just five taps. It reduces handling of multiple credit cards by making the process extremely simple, easy and convenient.

LIBERTY | DISCOVERY

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Analysis scores

LAY A FOUNDATION FOR GROWTH | WHAT DID WE FIND?

Scoring legend - Lagging ◎ Average ◉ Above average ★ Exceptional

LIBERTY | DISCOVERY

Applicable to this takeaway

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Lay a foundation for growth

WHAT DOES ‘GOOD’ LOOK LIKE?

Comparators like Dominion and Eversource focus on a consistent site experience.

​

WHAT DID WE FIND?

Liberty already empathizes with key residential consumer needs and supports key tasks.

​

WHAT IS THE OPPORTUNITY?

A unified strategy, organizational hierarchy, and clear governance rules will help lay a strong foundation for growth of the Liberty website ecosystem.

​

FIRST AREA OF OPPORTUNITY

The new website should be scalable in the following ways:

• Centralized governance for improved content management and to support future acquisitions and growth.
• Technology expansion to support new content, regions, commodities and to support company growth.
• User tracking and measurement to understand their needs and build a foundation for customer focussed design.

LIBERTY | DISCOVERY

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Meeting day-to-day customer expectations and expanding audience reach depend on laying a strong foundation. Without a strong foundation, site optimization becomes much harder.

LIBERTY | DISCOVERY

IMPLICATIONS

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Improve day-to-day customer expectations

WHAT DOES ‘GOOD’ LOOK LIKE?

Dominion Energy and Eversource educate their users on utility safety and choice.

​

WHAT IS LIBERTY GETTING RIGHT?

Liberty prioritizes routine tasks and educational information, but the site needs a clearer IA and digital-first templates to streamline user journeys. Some tasks have multiple touchpoints.

​

WHAT IS THE OPPORTUNITY?

Make it easy. Make the experience positive. Make the site reflect Liberty’s customer care—so if they have a choice, they lean more towards Liberty.

​

SECOND AREA OF OPPORTUNITY

​

The new site should “make it easier for customers” in the following ways:

• Outages and alerts are easy to find, up-to-date and connect to related questions and info (e.g. climate change leads to extreme weather).
• Utility choice education present choices, values and provide a positive customer experience.
• Uniform experience to help new and returning users complete tasks consistently, effectively and efficiently.
• New and returning customers consider the needs of unique need states and tasks, catering to both as core audiences.

LIBERTY | DISCOVERY

Without meeting day-to-day customer expectations, Liberty may risk losing customers when choice becomes a greater option.

LIBERTY | DISCOVERY

Requires review

IMPLICATION

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Users need more context to make informed decisions

MEETING CUSTOMER EXPECTATIONS | WHAT DID WE FIND?

Dominion Energy

Eversource

Dominion Energy educates their customers on the choice they have when it comes to natural gas. The page includes introductory or overview information, plus PDFs and guidelines.

In multiple touchpoints, Eversource makes it easy for users to find what they need—by narrowing down their journey to a couple options.

LIBERTY | DISCOVERY

CONTENT RELEVANCY & CLARITY ◉

SITE STRUCTURE & NAVIGATION ◉

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Comparators focus on storytelling and consistency

LAY A FOUNDATION FOR GROWTH | WHAT DID WE FIND?

Dominion Energy

From a messaging perspective, Dominion relies on a cohesive narrative of community engagement and customer-centricity.

In terms of UX, the navigation on the site is good, with a consistent format and visual experience across its eight states.

​

Eversource

Eversource’s messaging makes their key values and brand pillars evident throughout the site. 

The navigation is consistent and clear, with site level toggles for residential and business audiences.

​

LIBERTY | DISCOVERY

CONTENT DESIGN & WAYFINDING ◉

CONTENT RELEVANCY & CLARITY ◉

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Empathize with user needs and support key tasks

WHAT WE FOUND

Consistent experience

New site should prioritize key tasks consistently.

Consistent voice & tone

Site has warm and inviting language, but in spurts.

LIBERTY | DISCOVERY

Current component base is unified but simple

Designs and components are simple and unified but lack a sense of visual and functional diversity and can’t handle user and business needs.

Inclusive reading level

Content has low reading levels, but inconsistent.

A dynamic design system for future needs

Create a diversified design system

Design a unified but multi-faceted system of components that can fill different functional, content, or visual needs to help make user flows more inherent.

CONTENT DESIGN & WAYFINDING –

CONTENT RELEVANCY & CLARITY ◎

BRAND EFFECTIVENESS ◎

Centralize experience focusing on key tasks and needs

Voice and tone differ within the first touchpoints on the homepage.

“Understanding my bill” page was written at a 12th grade reading level—meaning it’s fairly difficult to understand.

Above average ◉

Lagging –

Maybe move to section 2?

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Empathize with user needs and support key tasks

LAY A FOUNDATION FOR GROWTH | WHAT DID WE FIND?

Task prioritization

Featured content

Inclusive reading level

Many regional/community pages prioritize key tasks.

Community landing pages include news and updates.

Content has low reading levels, but inconsistent.

Caring voice and tone

Phasellus ut velit nisi.

Site has warm and inviting language, but in spurts.

Lorem ipsum dolor sit amet, consectetur elit.

LIBERTY | DISCOVERY

Current component base is unified but simple

Designs and components are simple and unified but lack a sense of visual and functional diversity and can’t handle user and business needs.

Requires update

A dynamic design system for future needs

Create a diversified design system

Design a unified but multi-faceted system of components that can fill different functional, content, or visual needs to help make user flows more inherent.

Updated version on the next slide

​

​

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Engage and delight your core user base

STREAMLINE TASKS & SELF-SERVICE | WHAT DID WE FIND?

Leverage the proto-personas and journey maps for the Commercial customer, Real Estate Developer, and Landlords to….

LIBERTY | DISCOVERY

Promotes important navigation elements

Rich content

Focus on tasks

It’s important to make content more accessible by decreasing reading level and increasing reading ease. Update and reduce the number of pages.

Displaying key tasks helps create a guided experience, but confusion may occur given all the variations for a similar task.

Requires update

Liberty offers multiple touchpoints to important information. But users can navigate more easily with reduced cognitive load.

Visually directing users towards self-service

Use visual hierarchy to prioritize information

Liberty currently serves up a large amount of information to the user while also prompting them to take certain actions. A greater use of visual hierarchy between components can create a clearer path for users to find what they need.

Engage and delight your core user base

MEETING CUSTOMER EXPECTATIONS | WHAT DID WE FIND?

LIBERTY | DISCOVERY

Promotes important navigation elements

Rich content

Focus on tasks

It’s important to make content more accessible by decreasing reading level and increasing reading ease. Update and reduce the number of pages.

Displaying key tasks helps create a guided experience, but confusion may occur given all the variations for a similar task.

something

Requires update

Liberty offers multiple touchpoints to important information. But users can navigate more easily with reduced cognitive load.

Visually directing users towards self-service

Use visual hierarchy to prioritize information

Liberty currently serves up a large amount of information to the user while also prompting them to take certain actions. A greater use of visual hierarchy between components can create a clearer path for users to find what they need.

Proto personas

CONTENT DESIGN & WAYFINDING –

Focus on tasks or outage emergencies

Displaying key tasks or typical user needs helps create a guided experience, but confusion may occur given all the variations for a similar task.

CONTENT RELEVANCY & CLARITY ◎

Describe proto personas

Operational opportunities

MEETING CUSTOMER EXPECTATIONS | WHAT IS THE OPPORTUNITY?

Technology

​

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• Curabitur rutrum imperdiet massa, vel sollicitudin neque ultricies vitae. Nullam suscipit elementum magna.
• Lorem ipsum dolor sit amet, consectetur adipiscing elit. Amet, consectetur adipiscing elit.

Governance

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Curabitur rutrum imperdiet massa, vel sollicitudin neque ultricies vitae. Nullam suscipit elementum magna.

1. Lorem ipsum dolor sit amet, consectetur adipiscing elit
2. Curabitur rutrum imperdiet massa, vel sollicitudin neque ultricies vitae. Nullam suscipit elementum magna.
3. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Amet, consectetur adipiscing elit.

LIBERTY | DISCOVERY

Requires update

Experiential opportunities

MEETING CUSTOMER EXPECTATIONS | WHAT IS THE OPPORTUNITY?

Brand perception & engagement

Navigation & journeys

Content & messaging

Users need to feel heard and in control, and that Liberty supports them:

• They need transparency and to feel prepared during an outage.
• They need education around the choice they have with their commodities.
• They need confidence and an easy process to perform key tasks.

Consider user patterns and responsive, digital-first page templates. Streamline navigation elements, reduce cognitive load, and create a guided experience.

Align content to brand voice and tone. Make it quick, clear, and easy to understand—especially when it supports user tasks.

​

​

LIBERTY | DISCOVERY

Design

Implement visual hierarchy through a measured use of imagery, visuals, diversified typography, and micro-interactions on a component and page level basis to engage and direct users to interact with specific types of content.

Experiential opportunities

EXPERIENTIAL OPPORTUNITIES

Brand perception & engagement

Task flows

Content & messaging

Liberty’s three pillars are:

• We build for our future.
• We act for our environment.
• We inspire our communities.

This brand foundation should be threaded in the experience and language consistently on the site. The spirit that users can “Count on us. Always.”

Aligning the experience to intuitive, yet streamlined primary tasks helps users efficiently complete their workflows.

​

Consistent site structure and messaging helps align the site to Liberty’s promise to be counted on and make a lasting difference—to be a good neighbor. Include the boldness and optimism from your existing messaging guidelines.

LIBERTY | DISCOVERY

Design

Create a wide variety of component experiences for Liberty to leverage that creates dynamic hierarchy for different types of content, media and messaging.

onenorth.com

Section purpose

The third section of the deck should highlight how we should use the additional information we can now gather about different audiences to better serve them in the future.

This can include ways to reach the landlord/commercial sector through better tooling *requires service update

As well as content targeting, such as how some higher-income customers (landlords, residents) seek out sustainability even at higher price points, whereas lower-income residents are skeptical.

Not a real slide, just for setting structure of section

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Expand audience reach

WHAT DOES ‘GOOD’ LOOK LIKE?

Eversource distinguishes between residential and business customers at the global level.

​

WHAT IS LIBERTY GETTING RIGHT?

The Partnering Solutions page gives users information to work with Liberty.

​

WHAT IS THE OPPORTUNITY?

One of Liberty’s pillars is “We inspire our communities.” Helping people “grow and prosper in a sustainable, responsible way.” That is inclusive of all audiences, so the new site should reflect that.

​

THIRD AREA OF OPPORTUNITY

The new site should connect with users in meaningful ways and design for underserved audiences. This includes:

• Improved experiences for additional key audiences: 
• Commercial customers
• Real Estate Developers
• Landlords
• Differentiated experiences through an expanded design system across personas.

LIBERTY | DISCOVERY

1. Add marketing content

​

2. Improve customer experience / portal

TBD

LIBERTY | DISCOVERY

IMPLICATIONS

Requires update

onenorth.com

Understanding all users allows companies to support them better.

EXPAND AUDIENCE REACH | WHAT DOES ‘GOOD’ LOOK LIKE?

Eversource

Within the global navigation, users can toggle between the residential and business site.

Plus, leveraging ancillary and primary navigation items to support a clear hierarchy helps guide users through their journey.

LIBERTY | DISCOVERY

SITE STRUCTURE & NAVIGATION ◉

Ease of use drives customer satisfaction

EXPAND AUDIENCE REACH | WHAT DOES ‘GOOD’ LOOK LIKE?

SMUD

SMUD ranked 21st in 2019 E Source Report and in the top bracket in the 2023 E Source Website Benchmark.

E Source evaluates accessibility, readability, mobile-first design, and language access.

The organizational structure and the overall navigation experience makes it easy for users to use SMUD’s site.

SMUD has empathy for its users—offering six primary tasks above the homepage fold, plus English, Spanish, TTY, and after-hours phone options.

LIBERTY | DISCOVERY

COMMUNICATION & BRAND EFFECTIVENESS ◉

Not sure where this should live?

Not this section

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Dedicating resources to specific audiences

EXPAND AUDIENCE REACH | WHAT IS LIBERTY GETTING RIGHT?

LIBERTY | DISCOVERY

Dive deeper

Liberty dedicates pages to business development, economic development, and suppliers. Yet, the consideration for residential customers is much higher. And contrastingly, the consideration for landlords is much lower. The next site should aim to close the gap between key audiences.

COMMUNICATIONS & BRAND EFFECTIVENESS ◎

Operational opportunities

EXPAND AUDIENCE REACH | WHAT IS THE OPPORTUNITY?

Technology

​

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• Curabitur rutrum imperdiet massa, vel sollicitudin neque ultricies vitae. Nullam suscipit elementum magna.
• Lorem ipsum dolor sit amet, consectetur adipiscing elit. Amet, consectetur adipiscing elit.

Governance

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1. Lorem ipsum dolor sit amet, consectetur adipiscing elit
2. Curabitur rutrum imperdiet massa, vel sollicitudin neque ultricies vitae. Nullam suscipit elementum magna.
3. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Amet, consectetur adipiscing elit.

LIBERTY | DISCOVERY

Custom Portals, Audience-specific

Notes from Goals workshop

Strategic

• Measuring user intent using better technology for audience identification
• Improve customer satisfaction
• Data driven decision to content + Navigation
• �

Tactical

• Understand user journey and abandonment
• Campaign measurement

​

Measurement & KPIs for new audiences

Description

OPERATIONAL OPPORTUNITIES

Establish Brand Satisfaction via User Experience

Conduct brand reputation/satisfaction survey to understand the impact and change in perception

Standardized procedures for user tracking and visualization

By establishing a federated analytics system will enable the team to established a definitive protocol to track changes made towards the site and track performance

• This will introduce centralized ownership of design changes and

LIBERTY | DISCOVERY

Requires update

Strategic

• Measuring user intent using better technology for audience identification
• Improve customer satisfaction
• Data driven decision to content + Navigation
• �

Tactical

• Understand user journey and abandonment
• Campaign measurement

​

Description

EXPERIENTIAL OPPORTUNITIES

User experience

Content & Messaging

Align on the key goals of each audiences’ experience to inform the organizational hierarchy. With or without portals, the next site can organize content and create spaces for other users.

There is a gap in communications & brand effectiveness between Liberty’s residential customers and the other personas.

Consistent messaging across all audiences helps align the site to Liberty’s values and key pillars. And consistent consideration for all users aligns to the pillars themselves.

LIBERTY | DISCOVERY

Audience-specific content/ messaging

Requires update

HOW TO: TYPOGRAPHY

H1– Arial Nova Regular 60pt

Presentation sub-head – Arial Nova Regular 20pt

EYEBROW – ARIAL NOVA REGULAR ALL CAPS 11PT

H2 – Arial Nova Regular 44pt

Body copy – Arial Nova Regular 18pt

Image caption – Arial Nova Regular 14pt

H3 – Arial Nova Regular 36pt

• Bullet – Arial Nova Regular 16pt
• Second Bullet

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HOW TO: COLOR

Core

Our core colors are brand blue, dark neutral, and light neutral. These can be used as slide backgrounds, text, and graphics. These should always be present when using a secondary or tertiary color.

Secondary

Our secondary colors are critical plum, subdued grey, shine blue, and interactive blue. These can be used selectively for container backgrounds, subtitles or eyebrows, and in graphs or charts.

Tertiary

Our tertiary colors are positive green, caution yellow, flagged orange, and bright red. These can be used selectively in graphics and charts.

#000076

Brand Blue

#B4C5E4

Shine

#000D2D

Dark Neutral

#F6F6F6

Light Neutral

#BEBEBE

Subdued

#3066BE

Interactive

#A3177D

Critical

#EF004F

Bright

#FF5400

Flagged

#FFBD00

Caution

#0D9263

Positive

onenorth.com

Presentation Title�Title Line Two

An optional sub-head for presentation titles that need a higher word count

​

DD MONTH YYYY

ADD AN OPTIONAL SUB-HEADLINE FOR PRESENTATION TITLES THAT NEED ADDITIONAL COPY

Presentation Title�Title Line Two

An optional sub-head for presentation titles that need a higher word count

DD MONTH YYYY

​

ADD AN OPTIONAL SUB-HEADLINE FOR PRESENTATION TITLES THAT NEED ADDITIONAL COPY

Presentation Title�Title Line Two

An optional sub-head for presentation titles that need a higher word count

​

DD MONTH YYYY

ADD AN OPTIONAL SUB-HEADLINE FOR PRESENTATION TITLES THAT NEED ADDITIONAL COPY

Primary Level Divider

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OPTIONAL EYEBROW TEXT TO AID IN WAYFINDING

Secondary Level Divider

Lorem ipsum dolor sit amet consectetur. Enim imperdiet adipiscing elit leo parturient interdum. Ultrices morbi imperdiet id duis.

OPTIONAL EYEBROW TEXT TO AID IN WAYFINDING

Today’s Presentation Will Cover:

Executive Summary

01

Our Services

02

Project Overview

03

Our Clients

04

Case Study

05

Meet the Team

06

AGENDA

onenorth.com

Today’s Presentation Will Cover:

AGENDA

Executive Summary

01

Our Services

02

Project Overview

03

Our Clients

04

Case Study

05

Meet the Team

06

onenorth.com

Executive Summary

Best Regards,

E

[Email]

OPTIONAL HEADER TEXT

One North appreciates the opportunity to present [Client Name] with a proposal for [Project information]. We understand the need to [Project details]. At a high-level, we estimate this engagement will require the following:​

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Name

Title

M

[Mobile]

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Overview of our process

OPTIONAL HEADER TEXT

We believe in keeping it simple.

We use a proven straightforward process that is easily customized based on your needs, scope and budget. Together, we will work with you to identify and determine how we can best serve.

Discovery

Research that identifies and informs how we create a distinct and immersive digital experience that drives sustainable performance and results.

Define & Design

Define how we visually express the Goodwin brand, while mapping the user experience and technology architecture.

Build, QA & Launch

Build out and test the website, ensuring that the design, experience, and technology all operate seamlessly.

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Meet the team

OPTIONAL HEADER TEXT

Design

Senior Creative Manager, Motion and Video

Jane Lee

Designer

​

Jane Lee

Production Design Lead

​

Jane Lee

Senior Design Lead

​

Jane Lee

Senior Designer

​

Jane Lee

Creative Director

Jane Lee

One North appreciates the opportunity to present [Client Name] with a proposal for [Project information]. We understand the need to [Project details]. At a high-level, we estimate this engagement will require the following:​

onenorth.com

Meet the team

OPTIONAL HEADER TEXT

Designer

​

Jane Lee

Designer

​

Jane Lee

Designer

​

Jane Lee

Designer

​

Jane Lee

Designer

​

Jane Lee

Designer

​

Jane Lee

Designer

​

Jane Lee

Designer

​

Jane Lee

Designer

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Jane Lee

Designer

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Jane Lee

Designer

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Jane Lee

Designer

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Jane Lee

Designer

​

Jane Lee

Designer

​

Jane Lee

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35%

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100%

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Thank you.

One North is a full-service digital agency helping businesses solve complex problems in creative ways. We’re makers, technologists and relationship builders guiding you toward what’s next.

Unlike traditional agencies, we stitch together a deep level of expertise across disciplines so that we can do the work of multiple teams. With capabilities in brand and communications, digital experience, technology and infrastructure, and optimization and insights, we can take on any challenge. ��One North is a TEKsystems company. For more information visit onenorth.com.

Thank you.

One North is a full-service digital agency helping businesses solve complex problems in creative ways. We’re makers, technologists and relationship builders guiding you toward what’s next.

Unlike traditional agencies, we stitch together a deep level of expertise across disciplines so that we can do the work of multiple teams. With capabilities in brand and communications, digital experience, technology and infrastructure, and optimization and insights, we can take on any challenge. ��One North is a TEKsystems company. For more information �visit onenorth.com.