m360 UTILITY FORECASTING
Empowering National Grid To Trust Their Utility Data
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PROJECT OVERVIEW
CHALLENGE
National Grid, one of the largest multi-jurisdictional electric and gas utilities in the United States, had unprecedented disruptions in supply chains that produce critical components for the grid which revealed the inefficiencies and lack of resiliency in internal material and inventory management processes (and distrust in data).
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OBJECTIVE
Develop a user-centric tool that enhances user experience, ensures data accuracy, aligns with internal needs, and is embraced by users.
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UX Manager
(Managed 3 Product Designers, UX Research)
Responsive Web
9 Month Project
The process
APPLY DESIGN THINKING METHODS
We employed design thinking methods across three phases—persona development, research, and validation with SMEs—and created an internal advocacy group to ensure the tool met user needs. Additionally, we collaborated with development teams to integrate accurate data from various sources and optimized the design using best UX practices.
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PERSONA & JOURNEY MAP CREATION
Through 1:1 interviews with users, we built out our extensive research to create key personas and journey maps, which helped articulate to the team and stakeholders the primary activities and pain points associated with using the tool and striving for the main goals identified with building the tool.
IN PERSON COLLABORATION
We conducted an in-person collaboration session with a joint team, including stakeholders, where we engaged in several exercises such as trade-off sliders. During this session, we identified and prioritized the Minimum Viable Product (MVP) and developed a RACI matrix to clarify roles and responsibilities. This collaborative approach ensured alignment and effective decision-making across all parties involved.
UX RESEARCH
Leveraging feedback from users was instrumental not only to be building a tool users actually wanted but by doing so we were creating an advocacy group. Union leaders who can sometimes be wary of change were embracing what they saw and letting others know that they should be excited about what we were building (together). From ride-alongs, 1:1 interviews, focus group testing to unmoderated Maze testing, we ensured we received feedback at every stage and made iterative design changes along the way and then circled back to ensure the changes we made landed well with users.
DESIGN SYSTEM
As we transitioned to high-fidelity design, we collaborated closely with the National Grid design team, who maintain a strict design system to ensure cohesiveness across applications and tools. The elements and components we developed for m360 were not only approved but also set a benchmark for future tools within their ecosystem.
MEASUREABLE RESULTS
100+ users including Storekeeper and Warehouse supervisor, Demand / Supply planners, Forecasters 80% increase trust in data
CEN (customer engagement network) participation 30%
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Expand beyond MVP and incorporate AI in forecasting tools launching Q4 2025​
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