Case study · NextEra Energy
Turning a high-touch service model into a scalable digital experience.
NextEra Energy's renewable portfolio was growing while landowner support stayed manual. I led the experience strategy and product design for a self-service platform covering agreements, payments, and project information.
Challenge
Scale landowner service as the renewable portfolio grew roughly 20% year over year, without scaling manual support at the same rate.
My role
Experience Architect / Lead UX
Research, journey mapping, information architecture, interaction design, prototyping, usability testing, and design-to-development collaboration.
Impact
~$150K projected annual support savings
~20% annual portfolio growth supported
The challenge
NextEra's renewable portfolio was growing about 20% year over year, and the number of participating landowners grew with it. Support was manual, with roughly 5,000 service interactions a year, and that model would get harder to sustain as the portfolio expanded.
The work was not only building a portal. Landowners included older users with varying levels of digital comfort, so the experience had to be usable without a support call.
My role
I led the experience from early problem framing through validated product design, partnering with Product, Engineering, Salesforce, business stakeholders, and landowners. My work included research, journey mapping, information architecture, interaction design, prototyping, usability testing, and design-to-development collaboration.
Key decisions
01
Rather than guessing which capabilities belonged in the portal, we used support demand and customer feedback to identify the needs creating the greatest friction. That prioritized the tasks where self-service could deliver the most immediate value to landowners and the business.
02
We organized the experience around the landowner relationship and the moments that mattered across that journey rather than mirroring NextEra's internal structure. Journey mapping with land agents connected needs, information, and service interactions into a more coherent experience.
03
Landowners needed a straightforward way to access information and complete common tasks across devices. We designed the responsive experience around clarity, focused actions, and simple interaction patterns rather than treating mobile as a scaled-down version of the desktop portal.
04
Instead of making landowners piece together information across different interactions and channels, we brought key relationship information into a clear overview. We tested two navigation models with landowners to find the structure that made agreements, payments, projects, and relevant actions easiest to understand and reach.
The solution
The resulting platform gave landowners one place to manage their relationship with NextEra — accessing agreement and payment information, viewing project details, managing account needs, and completing common service tasks without relying on manual support for every interaction.
01 ·
A personalized overview brings agreements, payments, projects, and relevant actions together in one place.
02 ·
Core tasks stay accessible across desktop and mobile, giving landowners a consistent way to manage information and service needs.
Impact
~$150K
Projected annual support savings
Based on reduced manual service interactions.
~20%
YoY portfolio growth the solution was designed to support
Service model built to scale with the portfolio.
~5,000
Annual service interactions targeted for self-service
Scope of the opportunity, not measured deflection.
Self-service
Direct access to agreements, payments, and project information
Without contacting support.
We didn't just design a portal. We designed a service model that could scale with the business.