For nearly a decade, my work with Philadelphia Gas Works (PGW) has focused on impactful, public-facing projects, leveraging deep expertise in user experience and strategic design. A key initiative was the comprehensive redesign of the PGW corporate bill, addressing critical customer pain points and improving overall clarity.

This project required a user-centered approach, integrating extensive qualitative research across three distinct customer segments: low-income, residential, and commercial. Through in-depth interviews, we identified key areas for improvement, directly informing the redesign strategy.

As lead UX/UI and graphic designer, I synthesized user feedback into actionable design solutions. This involved close collaboration with six departmental Vice Presidents and our printing manufacturers, ensuring alignment between user needs, business requirements, and technical constraints. The resulting redesign prioritized information hierarchy, simplified language, and enhanced visual communication, ultimately fostering a more intuitive and user-friendly experience. This project demonstrated the power of user-centered design in addressing complex communication challenges within a large public utility.