Residential Online Shopping & Enrollment

User Flow

Assumptions & Definitions

2

PROJECT ASSUMPTIONS• Longer-term vision is represented here, but planning is still required to pare

back functionality that is feasible for June launch• Detailed background for this project (including goals, insights, and vision) are

included in a separate deck

DEFINITIONS (for purposes of understanding these user flows)Plan = Includes plan type, term, green/non-greenPlan Type or Offer = Fixed, Variable, and Prepaid. Green is treated as a plan option, but also as its own category for shopping purposesPlan Details = Details of a specific plan which include price and depositBest Plan = Best Pricing (based on Name, Address, & Zip)Standard Plan = Next Best Pricing (based on partial customer info)Promo Plan = Promotional Pricing (based on targeted advertising)

User Types: Residential

3

Do It Myself

Mindset: Provide Me Enough Info to Narrow My Own Choices

Guide Me

Mindset: Guide Me By Narrowing Choices For Me

Needs: • Give Me Choices• Make It Easy For Me• Offer Help Along the Way• Provide Details &

Comparisons• Allow Me To Compare to

Others• Help Me Learn More

Shopping Habits: • Shop By Price• Shop By Deposit• Shop By Best Value

• To solve for a future state of enrollment, we have grouped users into 2 key buckets:

1. Do It Myself users, and2. Guide Me users

• Both groups have similar needs and potential shopping habits.

• Key difference lies in users’ mindset and approach for selection of the right plan.

User Needs vs. Business Needs

4

A Careful Balance• End solution has to

carefully balance the needs of the business with those of users

• Particularly important with a ‘give-then-get’ vs. ‘get-then-give’ (i.e. how much personal info a user is willing to give in order to shop)

USER NEEDS• Give Me Choices• Make It Easy For Me• Offer Help Along the Way• Provide Details &

Comparisons• Allow Me To Compare to

Others• Help Me Learn More

BUSINESS NEEDS• Best pricing for customer• Increased quality

conversions• Increase sign-up for billing

services

Residential Shopping Paths

5

Plans In Your Area

Help Me Choose

Personal Info(Not All Required)

All Info Partial Info

Standard PricingBest Pricing

Promotion Code

Promo Pricing

Personal Info (All Required)

Scenario Questions

ENROLL

Best Pricing

Residential Shopping Path: Various Entry Points

6

Plans & Services Tab

Search

Shop Now Tab &

Module

Plans in Your Area

Help Me Choose

Promo

Our Plans

Fixed Rate

Prepaid

Green

Variable Rate

NOTE: Color coding on this slide is used to help differentiate high-level user flow per entrance path

ENROLL

Promo Landing

Page

“Plans In Your Area” Details

7

Enroll

Full InfoPartial Info

New vs. Existing

My Account

Plans in Your Area w/

Standard Price & No Deposit

Amt

ExistingNew

Promo + Full Info

Promo + Partial Info

Compare

Credit Check

Credit Match

?

Plans in Your Area w/ Best

Price & Deposit Amt

Missing InfoSS # or DL#

Yes

Name Address

Zip Code*Promo

Address Valid?

See Plan Details

Revisit Address

Multi Address Select

No No

Get Best Price?**

Do I Owe a Deposit?

Yes

No

Plans in Your Area w/ Promo Price & Deposit

Amt

Plans in Your Area w/

Promo Price & No Deposit

Amt

Missing InfoSS # or DL#

Do I Owe a Deposit?

Credit Check

Credit Match

?

Yes

No

Credit Check

Credit Check

Call or Chat

Persistent SupportHelp Me Choose

“Help Me Choose” Details

8

Standard Price & No Deposit Amt

(1-3 shown)

New

Credit Match?

Best Price & Deposit Amt (1-3 shown)

Yes No

Scenario Questions

Name*Address*

Zip*

Help Me Choose

3-5 Scenario Questions:• Price Protection vs. Flexibility• Renewable vs. Not• Concerned About Deposit• Predictable Monthly Flat Rate?

Compare See DetailsEnroll

Do I Owe A Deposit?

Yes

Address Valid?

Revisit Address

Multi Address Select

No No

Call or Chat

Persistent Support

Credit Check

SS # or DL#

Want more options?

“Enroll” User Flow

9

Customer InfoAddress Info (Prefilled)

Billing Services Selection

Deposit Collection

FormProcess Order

Show Deposit Amount

Contact Preferences

My Account Registration

Enroll Confirmation & Summary

Paperless BillingBudget BillingSpanish BillingRecurring Payments

MailEmailSMS

Lower Deposit

Available?

Moving?

Previous Service Address

Credit Check

Credit Check Run?

Show Alternate

Plans

Yes

No

No

Yes

Include DL# or SS# fields if credit check not previously run

Yes

Call or Chat

Persistent Support= Billing Services and Preferences in Phase 2