The Conversational Guide
Every step feels like a friend walking you through it. Not a form. Not a funnel. A friend who happens to know a lot about electricity.
Four Journeys, One Philosophy
Each prototype explores a different moment in the electricity switching experience.
Instant Flow
Main EventPattern A: SMT/Oncor
The complete "current session" journey. Zip code to plan comparison in under 3 minutes. Five-step wizard with commitment ladder, live progress, and conversational engagement content.
Async Flow
Pattern B: CenterPoint/Long Wait
The "notification" journey. When data takes 5-60 minutes. Promise a timeline, release the user, notify them, and welcome them back with zero lost context.
Error Recovery
98.6% FixLaw 5: Errors Are Conversations
Five interactive error scenarios with side-by-side comparisons. ESIID/meter confusion, format validation, auto-retry, utility-down alternatives, and upload errors.
Bill Upload
Device-Aware Branching
Desktop: drag-and-drop upload zone. Mobile: camera-first experience. Toggle between devices to see how the UI adapts. Includes upload progress and bill analysis.
Our Design Philosophy
Every decision passes four litmus tests.
The Litmus Tests
The Mom Test
Could your mom complete this without calling you?
The 12-Year-Old Test
Could someone with zero industry knowledge do this?
The Friend Test
Would you do this to your friend?
The Respect Test
Did we respect their time and intelligence?
What Makes Us Different
Each step reads like a friend talking, not a form demanding
Helper text is conversational, never corporate
Confirmations have personality ("Got it!", "Perfect choice.")
The wait is a conversation, not just a progress bar
Errors are gentle redirects from a helpful friend
Three paths forward at every dead end
Emotional Zone Tracking
Each journey tracks where the user is emotionally and adjusts tone, pacing, and copy accordingly.
Casual, inviting
Entry point. Zero commitment. Just exploring.
Reassuring, progress
They've given us data. Show momentum and respect.
Protective, affirming
Waiting for results. Highest anxiety. Maximum transparency.
Confident, calm
Results are in. Guide them to a decision without pressure.