Questline Digital’s newsletter product automatically deployed curated monthly newsletters for energy utilities, but content edits and custom creations required a cumbersome, costly, and unscalable change request process. This was especially prohibitive for smaller utilities. We sought to replace it with self-service features to reduce operational overhead and improve accessibility.
We designed self-service features that allowed users to manage content independently, incorporating bulk editing and visual representation of complex content relationships. Insights from nine user interviews and two years of request data informed the final design, which enhanced the visual hierarchy and integrated seamlessly into existing workflows.
Impact
- Reduced change requests by 80%,significantly easing operational demands.
- Lowered costs by eliminating manual content edits.
- Expanded market potential to include smaller utilities.
- Increased scalability without requiring additional resources.
