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
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.
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.
We tested two alternative navigation models with landowners to evaluate findability, comprehension, and ease of use before selecting a direction.
A focused navigation approach organized around landowner tasks and account sections.
View prototypeAn alternative structure emphasizing quick access to payments, agreements, and project updates.
View prototypeDiscovery
Conducted customer research and stakeholder interviews to understand landowner needs, identify pain points, and uncover opportunities for self-service.
Experience Strategy
Defined the experience vision, information architecture, and platform strategy aligned with customer needs and business goals.
Design Execution
Designed secure workflows for agreements, payments, project updates, account management, and educational resources.
Validation
Validated concepts with stakeholders and customers, refining solutions based on feedback before implementation.
Select any image to view it larger
Mapped the end-to-end journey of renewable energy originators as they identify landowners, negotiate lease agreements, and manage customer relationships, uncovering workflow friction and opportunities to streamline the leasing process.
Designed a mobile-first self-service experience based on customer research showing most landowners primarily access services from their phones, enabling secure access to agreements, payments, notifications, and account management anywhere.
Developed an executive business case that quantified how increased self-service adoption could reduce support demand, improve operational efficiency, and generate an estimated $1.5M–$3M in long-term business value.
Analyzed customer support request data to identify the highest-volume service needs, prioritizing self-service capabilities that would reduce call volume, improve customer experience, and maximize business value.
Developed a custom GPT that centralized research findings, meeting transcripts, JTBDs, and project documentation into a searchable knowledge base, accelerating insight discovery and improving cross-functional alignment.
Leveraged Figma Make to rapidly generate and refine interface concepts, accelerating design exploration, stakeholder feedback, and iterative prototyping while maintaining design quality and accessibility standards.
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.