Putting More Power in Your Pocket

Challenge

The Electric Reliability Council of Texas (ERCOT) manages the flow of electric power to more than 26 million Texas customers, accounting for about 90 percent of the state’s electric load. As the independent system operator for the Texas electric grid, ERCOT plays a vital role in energy reliability and public communication, especially during high-demand events.

Hahn has partnered with ERCOT for several years, supporting projects including a refresh of their logo and brand guidelines. As a core client in the Texas market, ERCOT aligns with Hahn’s mission to serve organizations that power the essentials of everyday life. Whether heating, eating, or treating – or the infrastructure that makes these possible – we understand the challenges these organizations face and the importance of clearly communicating their value.

Despite ERCOT’s critical role, its mobile app had fallen behind user expectations. The app lacked intuitive navigation and easy access to real-time grid information. Internal stakeholders and public users alike signaled a need for significant improvements. The challenge was clear: deliver a more functional, accessible, and user-centered mobile experience that serves multiple audiences, and do so through deep coordination across internal ERCOT teams.

Solution

A full Hahn 3D team effort was launched to tackle the redesign, involving data, design, and development teams. Early in the process, the data team conducted a comprehensive review of all existing app analytics and feedback. The research team identified distinct audience groups and initiated interviews and surveys to uncover user pain points and expectations.

Content strategists and designers collaborated to create wireframes that reflected user priorities, organizing tools and content into a more intuitive hierarchy. These wireframes were tested through additional interviews and surveys to ensure the direction resonated with the target audiences.

After the design was completed, further usability testing was conducted, focusing on the new interface and functionality. The team also performed a full accessibility review to ensure ADA compliance. All design work was integrated into ERCOT’s internal design system, ensuring consistency across platforms.

Throughout the project, feedback from both internal stakeholders and public users was used to guide iterative updates. The development team received regular input on content, wireframes, and design to ensure alignment during implementation.

Results

The redesigned ERCOT mobile app launched with a significantly improved user experience. Key improvements included streamlined navigation, updated content areas tailored to distinct user needs, and enhanced visual design that aligned with ERCOT’s system. Usability testing showed higher satisfaction scores across all audience segments. Internally, the project served as a model for cross-team collaboration and iterative development rooted in research and user feedback.