Using VOC in Bill Redesign

Wondering how to incorporate VOC in bill redesign?

In 2016, Central Maine Power Company (CMP) let customers take part in redesigning the company’s decades-old bill by inviting them to engage in focus groups, online panels and usability testing. The results allowed CMP to retain the bill components customers approved of and enhance other elements based on customer feedback.


CONTINUE READING

  • To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
  • If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.