NRG ePic (Credit Department)
ePic Platform UX Optimization
Data-driven UX research & rapid redesign to rescue a struggling credit platform
4-month UX overhaul
NRG engaged Bursting Silver to diagnose and resolve usability bottlenecks in their custom-built ePic energy management platform (developed by House of Code). Over three months, we interviewed end users, distilled insights into three actionable personas, and delivered a prioritized set of wireframes and high-fidelity mockups—laying the foundation for a streamlined, user-centered redesign.
SERVICES
UX Research, Persona Development, Usability Testing, Interaction Design, Developer Handoff
Opportunity & Vision
Uncover and prioritize core usability issues. Reduce cognitive load and clicks for analysts. Rebuild trust in data accuracy and workflow clarity.
NRG’s ePic had become too slow and confusing: analysts dreaded its cluttered screens, data flags were hidden, and every new feature added chaos. We set out to refocus the platform on real user needs, simplify each flow, and introduce clear data-trust signals.
By mapping out three core persona-driven user journeys and validating proposed workflows, we equipped the development team with clear, prioritized design patterns ready for implementation.
Approach
White board synthesizing on Miro
We adopted a mixed-methods approach—combining stakeholder workshops, contextual inquiries, and prototype validations—to ensure every design decision addressed real user needs.
We kicked off with 1 on 1 stakeholder interviews and platform walk-throughs, then synthesized our findings into three high-fidelity personas—each representing a distinct user archetype. Guided by these personas, we sketched low-fidelity wireframes for core tasks, iterated via rapid feedback loops, and validated mid-fidelity prototypes in moderated sessions. Finally, we refined our UX feedback with mockups and annotated specifications for seamless developer handoff.
Process
Step-by-step evolution from discovery to validated design deliverables.
Discovery & Personas • Conducted 12 contextual inquiries and stakeholder interviews • Produced three detailed personas (Credit Analyst, Credit Risk Manager, Credit Leadership) Workflow Mapping & Wireframes • Mapped end-to-end user journeys against each persona • Delivered low-fidelity wireframes for critical tasks Prototype Validation • Ran moderated usability sessions with 7 real users • Iterated designs to eliminate confusion hotspots Handoff Documentation • Compiled annotated specs, persona cards, and component guidelines for dev teams
“We didn’t just redesign flows—we empowered credit analysts to make decisions with confidence. Every insight, persona, and wireframe was anchored in real workflows, so the platform felt like it was built ‘for me’—no matter which hat I wore.”
Key Deliverables
All deliverables—personas, journey maps, usability findings, and annotated wireframes—were compiled into a comprehensive Adobe PDF presentation and shared via our project site. This “single source of truth” ensured NRG and House of Code aligned on next-phase improvements without ambiguity.
Owning this engagement from end-to-end reinforced for me how powerful data-driven UX research can be: by distilling real analyst workflows into clear personas and validated wireframes, we turned a legacy system into a trusted, high-confidence tool. Seeing 100 % stakeholder approval and measurable efficiency gains reminded me that when design is rooted in user needs, every click—and every decision—becomes simpler.
Product Images
“Leading the ePic optimization reinforced the power of evidence-based UX for me: by anchoring every decision in real analyst workflows and persona insights, we turned a cumbersome tool into an intuitive, trusted platform that empowers users to work faster and with confidence.” — David Saa
Achievements
“You guys did a great job making HoC understand our frustrations with the system. We were very impressed with the work you did—David presented it exceptionally. We are excited about the next phase.”
NRG ePic Team (via Slack)
ePic went from a dreaded tool analysts avoided to a streamlined, trusted credit platform—driving faster decisions, higher confidence, and 100% stakeholder buy-in.
50+ Issues Resolved — Every critical bottleneck across three core screens was addressed. Task Efficiency +30% — Post-delivery testing showed click-through time drop from 8s to 5s per action. Completion Rate +29% — Core workflow completion climbed from 62% to 91% in follow-up validations. 100% Stakeholder Approval — All 15 prioritized recommendations were green-lit for immediate development.
Task Efficiency ↑
Preference Rate ↑
