Dominion Energy
I led the customer experience team in launching Dominion Energy’s iOS and Android apps, starting with in-depth research across our service territory to deeply understand customer needs.
We found that customers wanted a seamless way to pay their bills, monitor energy usage, and report outages from their phones. Equipped with these insights, we engaged senior leadership and rapidly prototyped solutions, refining the UI/UX through hands-on customer testing.
The result? A highly rated mobile app (4.4/5 on iOS) that delivered convenience and efficiency—continuously evolving to meet customer needs.
Year
2022
Role
Customer Experience (CX) Design & Delivery Specialist
"Brandon led the customer experience team–centering the customer at the heart of all journey redesign efforts. His approach of bringing the voices and emotions of our customers inspired our employees to solve tough problems, and delivered excellence to our customers"
— Joe Tannery, Director of Customer Experience - Dominion Energy
