CX4U
Oracle
Designed for utilities, built for people
Role
Product designer
Timeline:
3 years
Tools used:
Figjam / Figma /Illustrator /Photoshop
Context...
Background
CX4U (Customer Experience for Utilities) is an Oracle industry solution designed specifically for utility companies such as electricity, water, and gas providers. It improves customer experience across service channels including call centers, digital portals, and field service operations.
What is the
Problem...?
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Fragmented Customer Data
Utility companies often store customer information across multiple disconnected platforms, making it difficult for agents to access a complete customer profile efficiently.
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Poor Omnichannel Experience
Customers interact through multiple channels, but many utilities struggle to provide a seamless and consistent experience across touchpoints like phone support, digital platforms, and in-person service.
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Inefficient Agent Tools & Manual Processes
Without modern systems, agents rely on multiple interfaces and manual workflows to resolve customer issues, increasing resolution time, operational costs, and customer frustration.
What were the
Product goals?
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Unified Customer View
Provide agents with centralized access to customer information, billing history, usage data, service requests, and interactions in one place.
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Omnichannel Customer Experience
Create a seamless and consistent customer journey across call centers, web portals, chat, and field service experiences.
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Integration with Utility Systems
Connect Oracle utility platforms such as:
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CCS (Customer Cloud Service)
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Sales tools
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Service management systems
CX4U acts as a bridge between operational systems and customer-facing experiences.
Process
Refining systems, simplifying workflows, and designing experiences that empower both agents and customers.
Analyze Existing Experience
Reviewed the existing CX4U platform and workflows to identify usability gaps, operational inefficiencies, and improvement opportunities across customer service experiences.
Align Requirements & Business Needs
Refined requirements and aligned business goals with stakeholder and operational needs to support scalable enhancements within the Oracle utilities ecosystem.
Optimize User Flows
Improved customer support and enrollment workflows by simplifying interactions, reducing friction, and enhancing agent efficiency through updated user journeys.
Design & Iterate Solutions
Designed and refined scalable interface and workflow solutions focused on usability, operational efficiency, and seamless customer experiences through continuous iteration.
Outcome
Created more connected, efficient, and user-centered workflows that improved agent experiences and supported a stronger omnichannel utility service strategy.
How might we...
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“How might we create a unified customer experience for utility agents while reducing operational complexity across multiple systems?”
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“How might we simplify complex utility workflows to help agents resolve customer issues faster and more efficiently?”
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“How might we connect fragmented customer data into one seamless and accessible experience across all service channels?”
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“How might we improve utility customer interactions by designing scalable, intuitive, and omnichannel service experiences?”
Ideation Stage & user flow optimization
OVERVIEW
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Rethinking the experience,
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Centralizing workflows,
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Reducing navigation complexity,
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Evolving the UI from functional to user-centered using the Redwood Design System.
Although CX4U already existed as a functional platform, agents still relied on multiple screens and disconnected workflows to complete tasks. We explored ways to centralize customer information, simplify navigation, and improve operational efficiency through workflow analysis, storyboarding, and user flow mapping.
By implementing the Oracle Redwood Design System, the experience evolved from purely functional into a more intuitive, scalable, and user-centered platform focused on usability and seamless interactions.
Final design
Less navigation. More action.
The final CX4U experience transformed a fragmented and operationally complex platform into a unified, user-centered workspace for utility agents.
By implementing the Oracle Redwood Design System, the redesign centralized customer information, billing, service requests, and insights into one scalable interface. The experience evolved from purely functional to intuitive, reducing screen switching, simplifying workflows, and improving overall efficiency.
