Scaling the Landowner Experience
Designed a self-service platform for landowners leasing property to NextEra Energy for renewable energy projects, improving transparency into agreements, lease payments, and project updates while reducing projected annual support costs by approximately $150,000.
My Role
Challenge
As NextEra's renewable energy portfolio expanded, the number of participating landowners grew by approximately 20% each year. Existing support processes relied heavily on manual customer interactions, making it difficult to scale while maintaining a high-quality customer experience. The challenge was to reduce operational costs, improve transparency, and create a transparent self-service experience that strengthened trust while reducing support demand.
Solution
As NextEra Energy's renewable energy portfolio expanded, I led the experience strategy for a scalable self-service platform that modernized the landowner experience. Partnering across Product, Engineering, Salesforce, and business teams, I designed secure self-service capabilities for agreements, lease payments, and project updates while reducing projected annual support costs by approximately $150,000 and supporting a rapidly growing landowner community.
Design Process
- 1
Discovery
Conducted customer research and stakeholder interviews to understand landowner needs, identify pain points, and uncover opportunities for self-service.
- 2
Experience Strategy
Defined the experience vision, information architecture, and platform strategy aligned with customer needs and business goals.
- 3
Design Execution
Designed secure workflows for agreements, payments, project updates, account management, and educational resources.
- 4
Validation
Validated concepts with stakeholders and customers, refining solutions based on feedback before implementation.
Design highlights
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Customer Journey Mapping
Mapped the end-to-end landowner journey to identify opportunities to reduce support requests and improve customer satisfaction.
Self-Service Experience
Consolidated essential landowner tasks into a single experience that simplified navigation and improved access to information.
Business Case & ROI
Prioritized features based on measurable business value, balancing customer needs with operational efficiency.
Scalable Service Model
Designed a flexible platform capable of supporting continued portfolio growth without increasing customer support overhead.
AI-Assisted Research
Leveraged a custom GPT to synthesize discovery research, JTBD findings, and experience principles into actionable design guidance that accelerated insight delivery and cross-functional alignment.
AI-Powered Prototyping
Used AI-assisted design and prototyping techniques to quickly explore and refine landowner portal concepts, accelerating iteration cycles and enabling faster stakeholder alignment.
Key Results
Annual Cost Savings
Reduced projected customer support costs by approximately $150,000 through self-service.
Increased Transparency
Provided secure access to agreements, payments, and project updates.
Scalable Growth
Created a digital platform that scaled with a rapidly growing renewable energy portfolio.
Better Customer Experience
Reduced support requests while improving trust through greater transparency and self-service.