Managing outages in the energy sector, especially with transformers, meters, and Distribution Line Outage Controllers (DLOCs), is complex. Aging infrastructure and fragmented data can delay fault detection and response, leading to unnecessary downtime and higher costs.
By integrating data from these systems into a real-time platform, utilities can quickly identify issues, prioritize repairs, and streamline dispatch. This reduces manual work, improves response times, and enhances grid reliability.
As the UX Lead, I was tasked with designing a Transformer Outage Management Tool for Entergy, a large energy company facing significant challenges related to the inefficiencies in dispatching field crews (truck rolls) and understanding transformer performance. Entergy had issues with determining when to send a truck based on transformer spikes that exceeded normal operating thresholds. This problem was exacerbated by the complexity of meter-to-transformer relationships—some meters were connected to multiple transformers, making it difficult to accurately pinpoint where the issue was occurring. Additionally, DLOCs (Distribution Line of Connections) further complicated the decision-making process because multiple transformers were often linked to the same DLOC.
The goal of the project was to create a tool that would reduce unnecessary truck rolls, improve decision-making, and provide real-time insights into transformer health, allowing Entergy to dispatch crews more efficiently.
1. Inefficient Truck Rolls: Dispatching field crews without clear, actionable data, leading to unnecessary trips.
2. Complex Meter-Transformer Mapping: Meters connected to multiple transformers made it difficult to track down the source of the issue.
3. Real-time Insights: A lack of real-time visibility into transformer and meter health made it difficult for operators to respond swiftly to issues.
To kick off the project, I conducted a series of contextual interviews with key stakeholders within Entergy. These interviews helped me better understand the workflows, pain points, and data needs of the primary users of the system: field technicians, control center operators, and plant managers and executive personnel.
The goal of the project was to create a tool that would reduce unnecessary truck rolls, improve decision-making, and provide real-time insights into Meter-transformer health, allowing Entergy to dispatch crews more efficiently.
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Who I Am:
I’m a field technician at Entergy, responsible for inspecting and repairing transformers and ensuring the stability of the electrical grid. My job requires me to respond to outage alerts, diagnose transformer issues, and decide whether to roll a truck to the site. I work with complex systems and must act quickly to resolve any issues.
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I’m a control center operator at Entergy, monitoring the performance of transformers and ensuring the stability of the power grid. I track outage alerts and work to prioritize issues based on their severity, while coordinating with field technicians and dispatchers. I rely on accurate data to make informed decisions about which transformer needs attention.
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I’m a resourcing manager at Entergy, responsible for ensuring that the right personnel and equipment are available to respond to outages and maintenance needs. My role involves managing staffing schedules, allocating resources efficiently, and ensuring that the field technicians and support staff are properly deployed to handle transformer issues as they arise. I work closely with dispatchers and field managers to ensure there are no gaps in coverage.
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I’m a plant manager at Entergy, responsible for overseeing the day-to-day operations of the power plant, including the safe and efficient operation of transformers, generators, and other critical infrastructure. I coordinate with control room operators, technicians, and other departments to ensure that plant operations run smoothly and that any outages are quickly addressed. My job also involves ensuring that the plant complies with regulatory standards and that safety protocols are followed.
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I’m an executive at Entergy, responsible for overseeing the strategic direction of the company and ensuring operational efficiency. I focus on high-level decision-making, risk management, and ensuring that the company meets its financial and sustainability goals. My role involves reviewing performance reports, evaluating new technologies, and ensuring compliance with regulatory standards.
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Objective: In building a Transformer Outage Management Tool, I implemented a Progressive Disclosure strategy to ensure that users are presented with the right level of information at the right time. This approach was designed to keep the interface simple and focused, minimizing cognitive overload, while providing deeper, more detailed data as users need it. By tailoring the content based on the user’s role and task, I was able to ensure that users could access relevant information efficiently, without feeling overwhelmed.
Key Principles of Progressive Disclosure
Detailed Breakdown of Progressive Disclosure in the Tool
Benefits of Progressive Disclosure in This Tool
Visual Examples of Progressive Disclosure
By using Progressive Disclosure, I was able to design a tool that helps each user access exactly what they need at the right time, while keeping the interface clean and intuitive. This approach enhances usability and ensures that the tool supports quick decision-making without overwhelming users with too much information.
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2. Design Phase (Sprints 7-18)
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User Testing and Iterative Refinement
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User Testing & Feedback Integration
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As part of the design process for the Transformer Outage Platform, I began by creating low-fidelity wireframes to quickly visualize and test my initial hypotheses about user needs and the platform’s functionality. These wireframes served as a cost-effective way to gather feedback early, ensuring we were on the right track before investing time and resources into high-fidelity designs.
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Sarah was asked to use the Operator Dashboard to diagnose an outage scenario and respond to an alert. Specifically, she needed to check transformer statuses, view connected meters, and take action on a critical alert.
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Tom was asked to use the Technician view in the Mobile App to receive a dispatch job for a malfunctioning transformer. He was to read the job details, perform basic troubleshooting, and mark the task as resolved.
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Solution Needed: Tom wanted a quick-access view to diagnostic details, including data from previous visits, and an easier way to communicate directly with the control center for further troubleshooting help.
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Rachel was asked to use the Resource Management Module to assign technicians to an outage scenario and track their progress in real-time.
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Pam was asked to use the Dashboard to monitor real-time performance data from both the field and the plant, and to anticipate issues based on transformer performance and resource allocation.
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Greg was asked to use the Dashboard to review key performance metrics, including outage response times, downtime costs, and technician efficiency. He was also tasked with identifying trends and making decisions based on the data.
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The needs of each persona varied greatly, especially when comparing the field roles (operator, technician) with leadership roles (resourcing manager, plant manager, executive). I learned that the system must be customizable and flexible to address the specific workflows of each user. For example, a dashboard for an executive should highlight high-level KPIs and financial metrics, whereas a technician needs detailed job assignments and real-time data on transformer performance. The ability to tailor the tool for each user role is critical for adoption and user satisfaction.
