What problem did it solve?
TNB moved consumers to the RP4 tariff, which raised many bills, and a price rise that people cannot follow erodes trust fast.
What was built?
- Transparent pricing: new pricing views that show clearly how the bill is calculated under RP4.
- Plain language: short explanations of what changed and why, written for customers rather than for the tariff schedule.
- App and portal: one RP4 experience designed solo for the myTNB app and the TNB portal, implemented by Accenture's delivery team.
What was my role?
Solo product designer for the RP4 experience on the myTNB app and the TNB portal, working with Accenture as the implementation vendor and its delivery team.
What happened after launch?
After launch, the team reported a 20% increase in user satisfaction and app usage. myTNB is TNB’s free app for managing electricity accounts: viewing and paying bills, checking usage, sending bill feedback and, with Smart Meters, tracking daily energy use. It is available on Google Play, the App Store and Huawei AppGallery.
What does this mean for you?
When a change will cost your customers more, the design job is to make the reason visible. The same approach works for any price change, fee or policy update your product has to explain.