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Zero Home Electrification 


Client: Zero Homes
Date: 2022-2023
Role: UX Design Consultant
Location: Boston, MA

As home owners start to understand the benefits of (and government incentives for) home electrification in the United States, they are looking for support to tackle what can be a very intimidating process for the non-expert. Zero Homes provides low-barrier, end-to-end support to electrify your home, starting with a personal virtual home assessment.


Mapping the Customer and Assessor Experience


I joined the project in its first year to develop a mobile prototype to support fundraising and begin to validate the value proposition: that a homeowner can conduct a virtual home assessment with a mobile app, receive personalized recommendations, and confidently develop a roadmap to electrification with Zero. When I joined, the team was serving customers with a very manual, labor-intensive workflow.

Through user interviews, I mapped the experience for both the home owner and the Zero assessor. I worked with the CEO to prioritize features to reduce friction for the home owner while empowering the internal users to work faster and smarter.

Developing an Alpha Experience


The sticky part of the experience occurred once a user had a live video call with a Zero assessor: we found that people were willing to schedule the call, but could get stuck on the preparation steps. We simplified the steps into three, improved onboarding onto each, and built a customer management backend to learn how to effectively nudge users in the pipeline.

Streamlining the Internal User Workflow


When I joined the small team, customer management was still happening in spreadsheets and disjointed collection of tools. This dashboard was designed to gather all data related to a user so it could be used to support smart workflows while giving the assessor what they need at a glance. We identified the biggest pain points for assessors and prioritized them against business objectives.


Zero has grown considerably since I worked with them (last in 2023) - you can learn more at ZeroHomes.io.

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