Show useful pricing earlier.
The observed quote route requires contact details before prices. Test whether customers can get a meaningful estimate before optional follow-up.
Inspect the contact gate →PULSE ENERGY / DISCOVERY BOARD / VERSION 2Make the next step
Make the next step
obvious.
A customer should be able to understand the offer, trust the numbers and complete the next task without starting over.
Expert UX teardown · Desktop focus · 12 September 2026
Version 1 remains unchanged. This version adds interpretation and proposals.
28annotated Pulse screens
8retailer benchmarks · 17 visual captures
7stages in the proposed ideal journey
01
Three bets worth testing first.
Ordered by observed friction and likely task impact. These are qualitative priorities, not a quantified business case.
Explain what the numbers mean.
Revalidate the UAT balance and usage issues. Make amount due, dates, credits and missing data understandable before adding richer forecasts.
Inspect the account view →Let customers change direction.
Fix Fern’s observed Home-command dead end. Make feedback optional and ensure useful exits and human support from every chat state.
Inspect Fern’s dead end →+
Keep the foundations that already help.
Recognisable service choices. The homepage states electricity, gas and broadband, and gives returning customers a portal entry.
Useful shortcuts. Address lookup, an ICP fallback, password recovery and a callback option accommodate different needs.
Multiple services together. The supplied account capture combines electricity and broadband; Fern supports topics and free text.
Some uncertainty is disclosed. Terms, sign-up stages, field errors and payment-processing delay guidance are visible.
?
How this may feel across the journey.
Expert hypotheses to test with customers. These are not interview quotes or measured satisfaction scores.
| Customer job | What helps today | Likely friction | Opportunity |
|---|---|---|---|
| Find an offer | Clear join entry and assisted comparison | Comparison label leads to contact collection | Make immediate versus assisted outcomes explicit |
| Get a price | Property autocomplete and carried-forward details | Contact details required before plan prices | Explain necessary inputs; test earlier price visibility |
| Access an account | Login, registration and recovery | Online registration may be confused with joining supply | Clarify audience and complete recovery states |
| Understand money | Balance, statements and usage in one portal | Competing figures and unexplained data gaps in UAT | One dated account state and clear calculation scope |
| Move home | Public form covers service information | Long form and re-entry; fulfilment unobserved | Relevant questions, review and trackable confirmation |
| Get help | Fern topics, text and team option | Feedback state blocks a promised navigation command | Persistent exits and a tested support handoff |
Evidence has different strengths. The public journey was captured on 12 September. Four logged-in screens come from the supplied 8 August UAT audit. Competitor features are documented on public first-party pages; no competitor login or end-to-end sign-up was tested.
02 / ANNOTATED EXPERIENCE
What customers encounter.
All 28 captured screens, with strengths, friction and an improvement hypothesis. Click a screen for its original evidence. Customer questions are illustrative; no participant interviews were conducted.
28 screens
A
Discover Pulse
Original screen order retained. Annotations are expert hypotheses, not observed customer reactions.
SCREEN 01 · Live capture · 12 Sep 2026P2
Homepage
Likely customer questionWhere do I start for my task?
Keep
The hero names the services and offers a clear joining action; returning customers have a My Account entry.
Improve
Multiple acquisition and support routes compete. A first-time visitor may need to learn the navigation before comparing an offer.
Proposed experience
Keep one primary Check prices action, with visible Pay a bill, Move home and Get help shortcuts. Carry the selected task through the next domain.
Validation, success measure and references
Test / accessibility check
Run a first-click study for joining, paying and moving; check keyboard access to menus.
Measure
First-click accuracy and time to the correct task.
Meridian · account and moving help · Nielsen Norman Group · usability heuristics
SCREEN 02 · Live capture · 12 Sep 2026P2
Request a call
Likely customer questionWill asking for help trigger a sales call?
Keep
A callback offers an assisted route and the pop-up can be dismissed.
Improve
An automatic contact request interrupts browsing and asks for several details before the customer knows the price. The extent of follow-up is not demonstrated.
Proposed experience
Make callback an explicit choice. State contact purpose and an operationally achievable response window; ask only what the chosen channel requires.
Validation, success measure and references
Test / accessibility check
Compare opt-in help with the automatic pop-up; verify focus containment and restoration.
Measure
Callback completion, unwanted-contact complaints and quote progression.
SCREEN 03 · Live capture · 12 Sep 2026P2
New Customer menu
Likely customer questionDoes Compare rates show prices now?
Keep
Join and Compare rates recognise two useful customer intentions.
Improve
Compare rates leads to a contact request rather than an immediate comparison. The label may create a different expectation from the next page.
Proposed experience
Distinguish See prices for my home from Ask us to compare a bill. State what each path delivers and when.
Validation, success measure and references
Test / accessibility check
Ask prospects to predict each destination before opening it.
Measure
Expectation match and backtracking from the comparison form.
Nielsen Norman Group · usability heuristics · Meridian · public plan comparison
SCREEN 04 · Live capture · 12 Sep 2026P1
Compare rates
Likely customer questionCan I compare without waiting or uploading a bill?
Keep
Bill upload supports a tailored assisted comparison for customers who need it.
Improve
Contact fields, comments and CAPTCHA create effort before a result. The captured page does not provide a self-service comparison.
Proposed experience
Offer an address-led estimate where pricing permits. Keep optional bill-based comparison with a clear turnaround and alternative to uploading.
Validation, success measure and references
Test / accessibility check
Confirm quote-engine inputs before removing fields; test error recovery and an accessible CAPTCHA alternative.
Measure
Time to useful comparison, qualified sign-ups and assisted resolution time.
GOV.UK · question pages · W3C WAI · accessible forms · Meridian · public plan comparison
B
Join as a new customer
Original screen order retained. Annotations are expert hypotheses, not observed customer reactions.
SCREEN 05 · Live capture · 12 Sep 2026P2
Address-first sign-up
Likely customer questionWhat will I pay after the joining incentive?
Keep
The address-first entry is relevant to energy eligibility and the offer links to conditions.
Improve
A prominent initial credit may distract from ongoing costs, term and exit conditions. Later price screens were not reached, so their disclosure quality is unknown.
Proposed experience
Alongside the offer, preview the information customers will get: ongoing rates, daily charge, estimated total, contract conditions and promotion expiry.
Validation, success measure and references
Test / accessibility check
Test offer comprehension, including the post-promotion position, without prompting.
Measure
Correct understanding of ongoing cost and offer conditions.
Nielsen Norman Group · usability heuristics · GOV.UK · check answers · Meridian · public plan comparison
SCREEN 06 · Live capture · 12 Sep 2026P2
Alternative: enter ICP
Likely customer questionWhat is an ICP and where would I find it?
Keep
An ICP fallback can help when address matching fails.
Improve
Technical terminology adds recall effort; no explanation is visible beside this control.
Proposed experience
Explain ICP in plain language, show where to find it on a bill and retain an address-help route.
Validation, success measure and references
Test / accessibility check
Test with people unfamiliar with energy terminology; label and announce format errors.
Measure
Successful recovery from unmatched addresses.
GOV.UK · question pages · W3C WAI · accessible forms · Nielsen Norman Group · usability heuristics
SCREEN 07 · Live capture · 12 Sep 2026P2
Select the matched address
Likely customer questionIs this definitely my property?
Keep
Autocomplete returns a selectable match and reduces manual entry.
Improve
The displayed location string differs from the later property summary. Even a valid lookup may look unreliable when address formatting changes.
Proposed experience
Use a consistent formatted address and ask customers to confirm the supply point. Provide No match and Wrong property recovery.
Validation, success measure and references
Test / accessibility check
Check apartments, rural addresses, duplicate street names and keyboard autocomplete.
Measure
Wrong-property corrections and successful address matches.
W3C WAI · accessible forms · Nielsen Norman Group · usability heuristics
SCREEN 08 · Live capture · 12 Sep 2026P1
Find My Price: property
Likely customer questionWhy do you need my contact details to show my price?
Keep
Property details are carried forward and the four-step journey names what comes next.
Improve
The first stage includes contact collection and user-type choices before price visibility. Customers may not understand why these are needed or whether Standard User is suitable.
Proposed experience
Test a price preview before optional follow-up details. Explain any truly required contact field and make tariff assumptions visible and editable.
Validation, success measure and references
Test / accessibility check
Validate pricing and contact requirements with operations; compare comprehension and completion in a prototype.
Measure
Price-view rate, completed sign-ups and quote accuracy.
GOV.UK · question pages · Nielsen Norman Group · usability heuristics
B2
Contact details before prices
Original screen order retained. Annotations are expert hypotheses, not observed customer reactions.
SCREEN 09 · Live capture · 12 Sep 2026P1
Required contact fields
Likely customer questionCan I continue without agreeing to follow-up?
Keep
Empty submission produces individual errors for the required contact fields.
Improve
The flow blocks price discovery until name, mobile and email are supplied; the page also says Pulse may contact incomplete applicants. This is a trust and conversion hypothesis, not measured abandonment.
Proposed experience
Separate necessary quote inputs from optional follow-up permission where feasible. Keep entered values, an error summary and clear field guidance.
Validation, success measure and references
Test / accessibility check
Audit actual data dependencies; test with prospective customers and measure before/after only after instrumentation.
Measure
Quote-to-price completion; guardrails: lead quality, complaints and pricing errors.
C
Existing customer: My Account
Original screen order retained. Annotations are expert hypotheses, not observed customer reactions.
SCREEN 10 · Live capture · 12 Sep 2026P2
Current Customer menu
Likely customer questionWhich route gets this account task done?
Keep
The menu exposes a broad range of support and account tasks, including moving and payment options.
Improve
Information pages and actions share a large menu. Customers may not know which paths require login.
Proposed experience
Group around customer tasks and label account-only actions. Keep public help available without making login a universal gate.
Validation, success measure and references
Test / accessibility check
Tree-test bill, account, moving and broadband tasks.
Measure
Task-find success and unnecessary login detours.
Electric Kiwi · Kiwi Central · Meridian · account and moving help · Nielsen Norman Group · usability heuristics
SCREEN 11 · Live capture · 12 Sep 2026P2
Log in
Likely customer questionAm I joining Pulse or accessing my existing account?
Keep
Show Password, registration and recovery are visible; the portal explains its value.
Improve
A separate domain and a registration route can blur the difference between buying energy and enabling online access.
Proposed experience
Use Already a Pulse customer? and Register online access labels. Explain the domain transition and support password managers and pasted credentials.
Validation, success measure and references
Test / accessibility check
Test login with keyboard and password managers; accessible-authentication support is unverified.
Measure
Successful login, recovery completion and misrouted new customers.
W3C · accessible authentication · Nielsen Norman Group · usability heuristics
SCREEN 12 · Live capture · 12 Sep 2026P2
Register for My Account
Likely customer questionWhere is my account number?
Keep
Registration asks for just email and an existing account number.
Improve
The account-number dependency can strand people who do not have a bill handy. A disabled button alone does not explain missing or invalid inputs.
Proposed experience
Show a bill example locating the number, explain email matching, and offer a recover-account route. Confirm the next verification step.
Validation, success measure and references
Test / accessibility check
Test with first-bill and multi-account customers; inspect labels and status announcements.
Measure
Activation completion and account-number-related support contacts.
W3C WAI · accessible forms · W3C · accessible authentication
SCREEN 13 · Live capture · 12 Sep 2026P2
Recover password
Likely customer questionWhat happens after I request a reset?
Keep
Password recovery is short and provides a route back to sign-in.
Improve
Only the empty state was observed. Delivery, expiry, resend and success states remain evidence gaps rather than confirmed defects.
Proposed experience
Design a clear, privacy-preserving confirmation, resend route and expiry recovery. Preserve the task after successful sign-in.
Validation, success measure and references
Test / accessibility check
Capture the complete authorised reset journey; test email delay and expired links.
Measure
Reset completion and time to regained access.
W3C · accessible authentication · Nielsen Norman Group · usability heuristics
C2
My Account: prior logged-in audit
Original screen order retained. Annotations are expert hypotheses, not observed customer reactions.
SCREEN A1 · Prior UAT capture · 8 Aug 2026P1
Dashboard
Likely customer questionDo I owe money, and what should I do now?
Keep
A calm card layout combines payment and service usage; direct debit is near the payment action.
Improve
The UAT capture shows Pay Now with zero due, several money figures and an overflowing greeting. The chat launcher competes with View more.
Proposed experience
Lead with one dated account state and a state-appropriate action. Keep ledger detail expandable; label the property switcher and make navigation consistent.
Validation, success measure and references
Test / accessibility check
Recheck in production, then test whether customers identify amount due, date and next action without explanation.
Measure
Balance comprehension, accidental payment starts and billing contacts.
Octopus UK · usage in money and units · Nielsen Norman Group · usability heuristics · Supplied My Account audit · 8 August 2026
SCREEN A2 · Prior UAT capture · 8 Aug 2026P1
Bills
Likely customer questionWas that bill paid, and which period did it cover?
Keep
Statements, bank details and SmoothPay information appear on one page.
Improve
The UAT list has repeated primary buttons, no visible paid/due status or billing periods, a large historical gap and an email route to SmoothPay.
Proposed experience
Use readable statement rows with period, amount and reconciled payment status. Add year grouping and preset filters; explain payment-plan eligibility before setup.
Validation, success measure and references
Test / accessibility check
Confirm billing data can support accurate statuses; validate credit and partial-payment cases.
Measure
Correct bill retrieval, status comprehension and payment-plan completion.
Mercury · SmoothPay eligibility and setup · Meridian · account and moving help · Nielsen Norman Group · usability heuristics · Supplied My Account audit · 8 August 2026
SCREEN A3 · Prior UAT capture · 8 Aug 2026P1
Electricity usage
Likely customer questionWhat did my electricity cost, and why did it change?
Keep
Daily/monthly controls and a year filter expose basic usage exploration.
Improve
The UAT view is kWh-only, with unexplained empty months and a Compare label that does not describe its comparison. Static evidence cannot establish keyboard or tooltip behavior.
Proposed experience
Provide money/units views, a named comparison period, fresh-data labels and a table alternative. Reconcile cost scope with the bill.
Validation, success measure and references
Test / accessibility check
Verify rates, GST, daily charges and meter coverage; test chart interpretation and assistive technology.
Measure
Cost comprehension, reconciliation accuracy and usage-related contacts.
Mercury · usage and cost breakdown · Octopus UK · usage in money and units · AGL · usage and projection calculations · W3C · WCAG 2.2 · Supplied My Account audit · 8 August 2026
SCREEN A4 · Prior UAT capture · 8 Aug 2026P1
Broadband usage
Likely customer questionIs zero usage real, or is the data missing?
Keep
Broadband usage and the named plan are visible together.
Improve
The UAT summary shows zero while earlier months have usage; no clear last-read state resolves the uncertainty. Fine print and number formats vary.
Proposed experience
Distinguish no reads from zero consumption; show last update and a next step. Add relevant connection troubleshooting and plan-management routes.
Validation, success measure and references
Test / accessibility check
Recheck real data states and the service API; test stale, disconnected and newly connected scenarios.
Measure
Correct state interpretation and avoidable broadband contacts.
Electric Kiwi · Kiwi Central · Nielsen Norman Group · usability heuristics · Supplied My Account audit · 8 August 2026
D
Existing customer: move house
Original screen order retained. Annotations are expert hypotheses, not observed customer reactions.
SCREEN 14 · Live capture · 12 Sep 2026P1
Account and current property
Likely customer questionWhy am I re-entering details you already know?
Keep
The moving form covers account/current-property details and directs urgent cases to a phone channel.
Improve
A long public form requires account information without an observed authenticated shortcut. Date defaults may be mistaken for an intentional selection.
Proposed experience
Offer a signed-in route with confirmed saved details and an accessible guest fallback. Start with urgency and current/new-property dates.
Validation, success measure and references
Test / accessibility check
Verify authenticated moving before assuming it is missing; test renters, owners and overlapping properties.
Measure
Move completion, re-entry effort and date corrections.
Meridian · account and moving help · AGL · track a new connection · GOV.UK · question pages
SCREEN 15 · Live capture · 12 Sep 2026P1
New property and services
Likely customer questionWhich questions apply to my move?
Keep
Service and access questions could support a coordinated connection.
Improve
Many questions and preselected No answers demand sustained attention; medically dependent or unusual-property cases may be missed.
Proposed experience
Group by current home, new home and services. Reveal relevant questions progressively and require deliberate answers to consequential questions.
Validation, success measure and references
Test / accessibility check
Review defaults with service operations; test conditional logic and recoverable back navigation.
Measure
Incomplete requests and corrections to dates, access or support needs.
SCREEN 16 · Live capture · 12 Sep 2026P1
Terms and submission
Likely customer questionHas my move been arranged, and when will power be on?
Keep
Terms and submission are visible at the end of the public form.
Improve
Review, confirmation and status were not observed. The long-form submission boundary provides no evidence of what assurance customers receive afterwards.
Proposed experience
Add a check-answers step and a receipt with reference, confirmed versus requested dates, remaining actions and trackable progress.
Validation, success measure and references
Test / accessibility check
Observe an authorised completed move before claiming any current confirmation is absent.
Measure
First-time-complete requests and where-is-my-move contacts.
E
Fern: start a conversation
Original screen order retained. Annotations are expert hypotheses, not observed customer reactions.
SCREEN 17 · Live capture · 12 Sep 2026P2
Fern launcher
Likely customer questionCan this assistant help with my problem?
Keep
Fern is discoverable and stays alongside the page; the conversation persisted when reopened in this session.
Improve
A floating launcher and callback pop-up can compete for space and attention. Session persistence beyond this test is unknown.
Proposed experience
Keep a predictable safe area and a clear scope label. Preserve the current page and task when chat opens or closes.
Validation, success measure and references
Test / accessibility check
Check zoom, small desktop windows, focus and collision with important controls.
Measure
Assistance discovery and obscured-control incidents.
Electric Kiwi · Kiwi Central · W3C · minimum target size · Nielsen Norman Group · usability heuristics
SCREEN 18 · Live capture · 12 Sep 2026P2
Welcome and Message us
Likely customer questionWhy must I open chat twice?
Keep
The welcome panel clearly provides a Message us action.
Improve
The extra welcome screen delays reaching a useful prompt after the visitor has already opened Fern.
Proposed experience
Test opening directly to a compact task menu and text field, with assistant identity and scope in a short header.
Validation, success measure and references
Test / accessibility check
Compare time to first useful response; verify panel focus and close behavior.
Measure
Time to first question and abandonment before first input.
SCREEN 19 · Live capture · 12 Sep 2026P2
Greeting and topic menu
Likely customer questionWhich topic describes my issue?
Keep
Customers can use topic buttons or free text. Fern identifies itself as a virtual assistant.
Improve
Multiple introductory messages precede the menu. The Home-anytime promise creates an expectation the tested feedback state fails to meet.
Proposed experience
Lead with tasks such as Compare prices, Understand a bill and Moving home. Keep necessary disclosures available without burying the task menu.
Validation, success measure and references
Test / accessibility check
Test task wording and whether new messages are announced without moving keyboard focus unexpectedly.
Measure
Correct topic selection and time to useful answer.
Electric Kiwi · Kiwi Central · W3C WAI · accessible forms · Nielsen Norman Group · usability heuristics
SCREEN 20 · Live capture · 12 Sep 2026P1
Clarify the joining query
Likely customer questionWhy do I need to type a number for a simple question?
Keep
Clarification gives Fern a way to avoid answering the wrong joining topic.
Improve
The clarification switches from buttons to numbered text, adding recall and a new interaction convention.
Proposed experience
Answer clear joining intent directly; when uncertain, offer short tappable choices and an escape route.
Validation, success measure and references
Test / accessibility check
Run paraphrase tests, including spelling errors; evaluate intent resolution rather than message count alone.
Measure
Correct first answer and unnecessary clarification rate.
E2
Fern: answers, navigation and account help
Original screen order retained. Annotations are expert hypotheses, not observed customer reactions.
SCREEN 21 · Live capture · 12 Sep 2026P2
Link to online sign-up
Likely customer questionWill I have to restart on another site?
Keep
Fern provides the correct sign-up destination and a way to indicate whether it helped.
Improve
The generic link moves the customer into a separate flow and the Yes/No prompt asks about usefulness before task completion.
Proposed experience
Use a descriptive Check prices for my home link, explain the next step and retain safe task context. Make feedback optional.
Validation, success measure and references
Test / accessibility check
Check continuity and referral state across domains; do not pass private data in URLs.
Measure
Chat-to-price completion and repeated information.
SCREEN 22 · Live capture · 12 Sep 2026P1
Home rejected during feedback
Likely customer questionWhy does Home not work when you said it always would?
Keep
A Yes response followed by Home did restore the menu in the observed conversation.
Improve
Home is rejected at the feedback prompt. This is a directly observed navigation inconsistency, not a hypothetical chatbot risk.
Proposed experience
Handle Home, Back, Cancel and human-help intent before the feedback state. Accept the next question without requiring a rating.
Validation, success measure and references
Test / accessibility check
Regression-test escape commands from every conversational state, including errors and handoffs.
Measure
Navigation dead ends and successful task continuation.
SCREEN 23 · Live capture · 12 Sep 2026P2
Billing and payments menu
Likely customer questionCan I get straight to the billing task?
Keep
The menu recognises concrete tasks such as balances, refunds and updating details without demanding an account number first.
Improve
A broad menu still requires users to classify their problem; the tested balance path supplies guidance, not an account balance.
Proposed experience
Keep common tasks visible and state when secure sign-in is needed. Retain free-text input and a clear human route.
Validation, success measure and references
Test / accessibility check
Test mixed intents such as a paid bill still showing as due.
Measure
Correct routing and repeat explanations after login or transfer.
Electric Kiwi · Kiwi Central · Meridian · account and moving help · Nielsen Norman Group · usability heuristics
SCREEN 24 · Live capture · 12 Sep 2026P1
Account link and further help
Likely customer questionCan I reach a person without explaining everything again?
Keep
Fern links to My Account, states a payment-processing delay and offers team contact and navigation.
Improve
Agent availability, transfer success and context retention were not tested. A portal link alone may not resolve a disputed balance.
Proposed experience
Show available channels and realistic wait expectations. With customer agreement, carry a short conversation summary into a human handoff and confirm the next step.
Validation, success measure and references
Test / accessibility check
Complete an authorised handoff and test unavailable-agent recovery; measure outcome rather than containment alone.
Measure
Resolved tasks, repeated-contact rate and handoff completion.
Electric Kiwi · Kiwi Central · Nielsen Norman Group · usability heuristics
No screens match these filters.
Unobserved is not broken. Plan selection, applicant details, final sign-up, account verification and post-submission move states were not captured. Recommendations for those steps describe a target experience, not a finding of absence.
03 / VISUAL BENCHMARK LIBRARYSee the pattern.
See the pattern.
See the opportunity.
What other energy providers make clear—and how Pulse could make it useful for customers.
Fresh captures · 12 September 2026 · Desktop research, including clearly labelled mobile-app previews and a public demo.
17new source captures
8providers / 4 markets
7patterns to test at Pulse
PATTERN 01 / Test now
Compare before committing
A useful comparison can begin before a sales conversation.
Pulse / screen 09Live capture · 12 Sep 2026
CURRENT EVIDENCE
Pulse carries the property forward and names the sign-up stages, but the observed price route stops at required contact fields. Prices beyond that gate were not inspected.
Meridian / NZPublic desktop page
WHAT TO NOTICE / EXPERT INTERPRETATION
- 1Shared rows reduce the need to remember differences.
- 2Household fit translates features into a choice.
- 3Term commitments are visible alongside each plan.
Why it could help
A shared comparison structure can reduce memory load and make plan fit easier to judge. This is a design rationale to test, not a measured competitor advantage.
Borrow the principle.
Show household fit, term, recurring charges and offer expiry in consistent rows. Then request only the inputs needed for an accurate property price.
Check what sits behind it.
Do not make promotional credits or export buy-back rates look like the cost of imported electricity. Do not claim an address-only quote is feasible until pricing inputs are confirmed.
Prove that it helps.
Ask prospects to choose a plan and explain first-year versus ongoing cost. Measure correct understanding and address-to-price completion.
PROPOSED PULSE TASK SEQUENCEHypothesis · Pricing + acquisition
- 1Understand plan fit
- 2Enter necessary property details
- 3See a usable price
- 4Choose optional follow-up
More visual references for this pattern
Evidence and principles: Meridian · public plan comparison · GOV.UK · question pages
PATTERN 02 / Revalidate first
Explain the money, then offer an action
The most useful balance is a sentence, not just a number.
Pulse / screen A1Supplied UAT · 8 Aug 2026
CURRENT EVIDENCE
The supplied Pulse UAT dashboard brings several services together. Competing money figures need production revalidation before any redesign decision.
Octopus / UKPublished app preview
WHAT TO NOTICE / EXPERT INTERPRETATION
- 1A plain-language state explains the number.
- 2Payment timing supplies useful context.
- 3Relevant money tasks sit directly beneath the balance.
Why it could help
Words such as “in credit” reduce the need to infer meaning from a sign or colour. Pairing state with the next relevant task can make the screen easier to act on.
Borrow the principle.
Give amount due, available credit, payment processing and next scheduled payment distinct labels. Show the effective date and one relevant primary action.
Check what sits behind it.
Do not treat “in credit” as proof that no future payment is scheduled. Do not copy an illustrative competitor balance as a complete state model.
Prove that it helps.
Use four scenarios: credit, amount due, zero due and pending payment. Ask what is owed, when, and what action is needed.
PROPOSED PULSE TASK SEQUENCEHypothesis · Billing + account product
- 1Recognise account state
- 2Understand the amount
- 3See date and next action
- 4Open the matching bill
More visual references for this pattern
Evidence and principles: Octopus UK · usage in money and units · AGL · app billing and usage previews · Supplied My Account audit · 8 August 2026
PATTERN 03 / Revalidate first
Turn usage into an answer
Customers need a period, a unit and an explanation—not a chart alone.
Pulse / screen A3Supplied UAT · 8 Aug 2026
CURRENT EVIDENCE
The supplied Pulse UAT electricity screen shows kWh and period controls. The audit flags data clarity issues; production behavior and available reads remain unverified.
Octopus / UKPublished app preview
WHAT TO NOTICE / EXPERT INTERPRETATION
- 1Keep time-scale choice close to the data.
- 2Show a total for the selected period.
- 3Label unit switching; explain what money includes.
Why it could help
Keeping period, total and unit beside the graph can help users answer “when did this happen?” and “what did it cost?”. A good empty state is as important as the normal chart.
Borrow the principle.
Show money and energy where calculations support them. State included charges, update time and missing reads; provide a table alternative.
Check what sits behind it.
Do not compare unlike totals. Mercury and Octopus document different cost inclusions. Do not show missing data as zero or promise live data without the required meter feed.
Prove that it helps.
Ask users to find a high-use day and reconcile the view with a bill. Include keyboard-only use and a missing-data scenario.
PROPOSED PULSE TASK SEQUENCEHypothesis · Metering data + account product
- 1Choose period
- 2See total and units
- 3Inspect a change
- 4Understand data limits
More visual references for this pattern
Evidence and principles: Mercury · usage and cost breakdown · Octopus UK · usage in money and units · Genesis · monthly usage demo · Genesis · daily usage demo · Supplied My Account audit · 8 August 2026
PATTERN 04 / Explore next
Make every service useful
An account becomes useful when information leads to a relevant task.
Pulse / screen A4Supplied UAT · 8 Aug 2026
CURRENT EVIDENCE
Pulse already places broadband alongside electricity in the supplied UAT account. That is a foundation to retain; the next question is what users can do from each service.
Electric Kiwi / NZPublished app preview
WHAT TO NOTICE / EXPERT INTERPRETATION
- 1Power information leads to a controllable setting.
- 2Each service has its own task vocabulary.
- 3Broadband guidance includes troubleshooting actions.
Why it could help
Service-specific actions can save users from translating a problem into the retailer’s organisational structure.
Borrow the principle.
Give broadband a clear route to connection help or troubleshooting, and electricity clear bill and usage tasks. Retain a coherent overview across services.
Check what sits behind it.
Do not add decorative service tiles with no useful destination. A router speed test needs technical support; it is not just a frontend control.
Prove that it helps.
Start with “my internet is slow” and “why did electricity cost more?”. Watch where users go and whether support keeps the selected service context.
PROPOSED PULSE TASK SEQUENCEHypothesis · Broadband + account product
- 1Choose service
- 2Understand its state
- 3Take the relevant action
- 4Get contextual help
More visual references for this pattern
Evidence and principles: Electric Kiwi · Kiwi Central · Contact · energy and mobile app previews · AGL · app billing and usage previews · Supplied My Account audit · 8 August 2026
PATTERN 05 / Data dependency
Warn early, with customer control
Forecasts need a clear distinction between known cost and uncertainty.
Pulse / screen A3Supplied UAT · 8 Aug 2026
CURRENT EVIDENCE
The inspected Pulse states do not establish whether forecasts or alerts exist. This is a capability exploration, not a confirmed production gap.
Genesis / NZInteractive public demo
WHAT TO NOTICE / EXPERT INTERPRETATION
- 1Cost so far is a different concept from amount due.
- 2The future bill is labelled as estimated.
- 3Dates and time remaining explain the forecast horizon.
Why it could help
A cost-to-date and projected-total pair can help customers anticipate a bill. Opt-in alerts could make that useful without requiring repeated account checks.
Borrow the principle.
First separate accrued usage cost from amount due. If forecasts are reliable, show estimate assumptions and let customers choose a threshold and channel.
Check what sits behind it.
Do not make a forecast look like a bill or an enforced budget cap. Do not copy PG&E’s eligibility rules or Genesis’s sample values into a NZ service design.
Prove that it helps.
Measure forecast error by customer segment, then test whether customers distinguish actual from estimated values. Include opt-out and stale-data behavior.
PROPOSED PULSE TASK SEQUENCEHypothesis · Data + billing + communications
- 1See cost so far
- 2Understand the estimate
- 3Choose an alert
- 4Get a useful action
More visual references for this pattern
Evidence and principles: Genesis · public Energy IQ demo · PG&E · Bill Forecast Alert · AGL · usage and projection calculations
PATTERN 06 / Operations dependency
Carry reassurance beyond the form
Submitting a move starts a service process; customers need to see what happens next.
Pulse / screen 15Live capture · 12 Sep 2026
CURRENT EVIDENCE
Pulse’s public move form gathers property and service details. The confirmation, tracking and operational outcome were not submitted or inspected.
AGL / AustraliaPublic support guidance
WHAT TO NOTICE / EXPERT INTERPRETATION
- 1A named account route explains where to return.
- 2Email provides another way back to the same task.
- 3Estimated timing manages expectations without claiming completion.
Why it could help
A durable reference and a return route can reduce uncertainty after a request leaves the browser. The status is only useful if it reflects operations accurately.
Borrow the principle.
Show received, awaiting information, scheduled and confirmed states where operationally valid. Give the customer one secure status link and the next required action.
Check what sits behind it.
Do not label a submitted request as a completed connection. Do not transplant Australian safety or connection instructions into Pulse copy.
Prove that it helps.
Walk through delayed and changed-date cases with operations; test whether customers can find status again from an email and their account.
PROPOSED PULSE TASK SEQUENCEHypothesis · Moving operations + account product
- 1Review the move
- 2Receive a reference
- 3Track operational status
- 4Resolve the next action
More visual references for this pattern
Evidence and principles: AGL · track a new connection · Contact · energy and mobile app previews
PATTERN 07 / Fix and test
Make help a route back to the task
Good assistance lets customers change direction and recover.
Pulse / screen 22Live capture · 12 Sep 2026
CURRENT EVIDENCE
Fern offers topics and free text, but the captured Home command was rejected during feedback. A human transfer was not completed in the audit.
Contact / NZPublic desktop interaction
WHAT TO NOTICE / EXPERT INTERPRETATION
- 1Related account jobs are named explicitly.
- 2The customer’s question becomes the navigation label.
- 3A concise answer leads to specific instructions.
Why it could help
Customer-language questions improve recognition. A clear escape and handoff path can keep help from becoming an additional task.
Borrow the principle.
Use shared task labels across help and account navigation. Make feedback optional; give Fern persistent restart, back and human-help routes with accurate availability.
Check what sits behind it.
Do not infer that a competitor’s promised seamless handoff works in practice. Do not pass account details or chat history without a secure, appropriate context transfer.
Prove that it helps.
Test a wrong answer, topic change, feedback refusal and after-hours request. Measure confirmed resolution and successful recovery, not bot containment alone.
PROPOSED PULSE TASK SEQUENCEHypothesis · Support + conversational product
- 1Recognise the question
- 2Get a specific answer
- 3Change direction if needed
- 4Return to the task
More visual references for this pattern
Evidence and principles: Contact · task-based account help · Electric Kiwi · AI and human support expectations · Nielsen Norman Group · usability heuristics
Inspect the original source captures.
Numbered for reference. Select a screenshot for the strength, tradeoff, Pulse application and validation test. App images are published examples; they are not logged-in captures.
17 captures
Mercury / NZPublished app preview
CAPTURE 01 / Usage
Show the account before asking for a download
The preview connects balance, weekly cost and daily usage in one visual story.
Genesis / NZInteractive public demo
CAPTURE 02 / Usage
Switch between time scales
Monthly, Daily and Hourly controls stay together; clicking Daily changed the chart.
Genesis / NZInteractive public demo
CAPTURE 03 / Usage
Make changes in usage explorable
The selected Daily state is visible and its chart differs from Monthly.
Meridian / NZPublic desktop page
CAPTURE 04 / Compare plans
Start with household fit
Plan names and short use cases give customers a starting point for comparison.
Meridian / NZPublic desktop page
CAPTURE 05 / Compare plans
Compare the same attributes side by side
Consistent rows align term, fit and offer across plans.
Electric Kiwi / NZPublished app preview
CAPTURE 06 / Account & services
Separate overview, insights and account tasks
Three labelled previews distinguish service overview, usage and account administration.
Electric Kiwi / NZPublished app preview
CAPTURE 07 / Account & services
Give each service a useful action
Power, mobile and broadband examples pair information with relevant controls.
Electric Kiwi / NZPublic support guidance
CAPTURE 08 / Help
Explain when AI hands over to a person
Published guidance states human choice and wait-time expectations.
Contact / NZPublished app preview
CAPTURE 09 / Account & services
Make self-service benefits tangible
An app image sits beside practical billing, usage and moving tasks.
Contact / NZPublic desktop interaction
CAPTURE 10 / Help
Organise help around customer questions
A question expands in place and gives a direct route to more specific instructions.
Octopus / UKPublished app preview
CAPTURE 11 / Usage
Keep period, quantity and units together
Period tabs, totals and a money/energy switch sit with the chart.
Octopus / UKPublished app preview
CAPTURE 12 / Bills & payments
Explain a balance in plain language
The balance example states that the account is in credit and shows the recurring payment.
AGL / AustraliaPublic support guidance
CAPTURE 13 / Moving
Make the move trackable after submission
The guide documents tracking through both the account and confirmation email, including an estimated date.
AGL / AustraliaPublished app preview
CAPTURE 14 / Bills & payments
Connect a bill with payment and assistance
The app illustration groups a bill amount, payment help, direct debit and a breakdown.
PG&E / USPublished setup illustration
CAPTURE 15 / Forecasts & alerts
Let customers control bill alerts
The tutorial illustrates an alert switch with on/off text and a customisation link.
Genesis / NZInteractive public demo
CAPTURE 16 / Preview
Let prospects try a sample household
Household tiles start a public demo without real account credentials.
Genesis / NZInteractive public demo
CAPTURE 17 / Forecasts & alerts
Separate cost so far from a projected bill
The demo puts accrued cost, an estimated bill and time remaining together.
No captures match both filters. Reset to explore all providers.
Different evidence, different lessons.
Five New Zealand retailers and three international references. This compares inspected patterns, not market leadership or measured customer satisfaction.
| Provider | What we inspected | Transferable strength | Limit / tradeoff |
|---|---|---|---|
| Meridian NZ | Public plan cards and a desktop comparison table; in-page navigation inspected. | Consistent plan attributes and household-fit language. | Property-specific price and downstream sign-up were not tested. |
| Mercury NZ | Official app preview captured on desktop; usage documentation reviewed. | Preview the account and connect balance to usage. | App imagery does not establish desktop parity or universal meter coverage. |
| Electric Kiwi NZ | Official app previews and AI support guidance. | Service-specific actions and stated human choice. | No app tasks or live human transfer tested. |
| Contact NZ | App overview and account-help disclosure opened. | Task-language help and concrete self-service benefits. | Separate energy and mobile apps; authenticated tasks untested. |
| Genesis NZ | Public sample-household demo; setup and Monthly → Daily inspected. | Try-before-activation and cost-to-date versus estimate. | Simplified mobile-shaped demo; inconsistent sample dates. Not current production proof. |
| Octopus UK | Official app illustrations and usage guide. | Plain-language credit state; time and unit controls. | Live data and charts have conditions; app is not desktop parity. |
| AGL Australia | Public tracking instructions and app preview. | Return route after a move; payment help beside bill details. | Actual tracker and payment process untested. Localise operational rules. |
| PG&E US | Official illustrated alert setup instructions. | Explicit on/off state and customisation. | Restricted eligibility; estimates are not limits. No alert preference changed. |
What deserves deeper access nextObserve authenticated balances and pending payments; complete a quote comparison with matched assumptions; inspect a real move tracker; test AI-to-human handoff with authorised accounts. Public examples help choose hypotheses, but cannot establish end-to-end reliability.
Read the evidence correctly. Public-page interactions were inspected; app functionality shown in published images was not executed. The Genesis demo is explicitly simplified. No competitor account, quote submission, payment, move or human transfer was completed. Proposed benefits and priorities remain hypotheses. Accessibility requires interaction and assistive-technology testing.
Original capability comparison and research conditions
↔
Capability evidence, not a league table.
“Unknown” means outside the inspected Pulse states. App examples inform the desktop direction; they do not establish a like-for-like desktop feature gap.
| Customer outcome | Pulse evidence | Documented reference | What to explore |
|---|---|---|---|
| Understand plan fit | 03–04: Compare rates leads to a contact request | Meridian · public plan comparison | Public plan differences, plus an explicit path to property-specific pricing |
| Know the cost behind usage | A3: kWh-only UAT capture; production unverified | Mercury · usage and cost breakdown · Octopus UK · usage in money and units | Money/units, period and included charges |
| Choose manageable payments | A2: SmoothPay email route in UAT | Mercury · SmoothPay eligibility and setup · Meridian · account and moving help | Eligibility-aware setup and a clear exception path |
| Manage multiple services | A1/A4: electricity and broadband present | Electric Kiwi · Kiwi Central | Preserve this strength; add practical service actions |
| Track a move | 14–16: public form only; confirmation unknown | AGL · track a new connection | Status link, estimated date and next action |
| Avoid a bill surprise | Forecasts/alerts not observed | AGL · usage and projection calculations · PG&E · Bill Forecast Alert · Octopus UK · Balance Forecast | Validate data before opt-in projections or alerts |
| Get help in context | 17–24: chat and portal handoff observed | Electric Kiwi · Kiwi Central | State-aware navigation and tested human transfer |
Correction to a broad benchmark assumption. Mercury’s SmoothPay setup is conditional, not universal self-service. Octopus cost graphs can exclude charges that Mercury includes. A toggle alone does not make two retailers’ totals comparable.
04 / PROPOSED IDEAL EXPERIENCEOne coherent journey,
One coherent journey,
with clear next steps.
A target service experience to validate, not a redesigned screen set or a claim about current capabilities. Copy examples below are illustrative; dates, costs and timings must come from real service data.
Find the right route
Customer experience
A new visitor sees Check prices, Move home and Existing customer sign-in. An existing customer sees familiar account tasks.
Service rule
One intent follows the customer through website, quote, account and help.
Acceptance check
Task labels are understood without explanation; switching routes keeps useful context.
Nielsen Norman Group · usability heuristics · Meridian · account and moving help
Understand the offer
Customer experience
Confirm the property, then see a comparable estimate and ongoing rates before optional sales follow-up, where feasible.
Service rule
State usage assumptions, daily charges, GST, offer duration, contract and applicable exit conditions. Explain any required data.
Acceptance check
The customer can explain the ongoing cost and edit an assumption; no invented exact price is shown.
Join with confidence
Customer experience
Provide necessary details in short groups, choose services, review answers and submit once.
Service rule
Show why details are required, save progress safely and separate optional preferences from essential service information.
Acceptance check
Back retains answers; errors are actionable; review edits return to the review page.
GOV.UK · question pages · GOV.UK · check answers · W3C WAI · accessible forms
Know what happens next
Customer experience
Receive a reference, status link, requested/confirmed dates, next actions and account-access guidance.
Service rule
A pending application is not presented as an active supply. Delays and exceptions have a clear owner and next update.
Acceptance check
Customers distinguish received, in progress and confirmed; status is available outside email alone.
AGL · track a new connection · Nielsen Norman Group · usability heuristics
Understand the account
Customer experience
One headline says what is due and when. Pending payments and credits are dated; service and property context is clear.
Service rule
A zero balance has an appropriate next action. Bills show period, amount and actual reconciled status.
Acceptance check
Customers identify amount, date and action; totals reconcile with the source bill.
Meridian · account and moving help · Octopus UK · usage in money and units · Nielsen Norman Group · usability heuristics
Control costs and changes
Customer experience
Inspect cost and usage with a named period, compare like-for-like, manage eligible payment options and move home with saved details.
Service rule
Missing, estimated, stale and zero data are distinct. Forecasts are labelled and optional alerts explain their scope.
Acceptance check
The customer understands the displayed cost and can complete an eligible change without repeating known information.
Mercury · usage and cost breakdown · Mercury · SmoothPay eligibility and setup · AGL · usage and projection calculations · PG&E · Bill Forecast Alert
Get help without a dead end
Customer experience
Fern answers routine questions, honours navigation commands and makes human assistance easy to find.
Service rule
Sensitive account actions move through secure authentication. Feedback never blocks the next task; transfers carry agreed context.
Acceptance check
The user can exit, change topic or reach an available channel from every state. Handoff resolution is measured.
Electric Kiwi · Kiwi Central · W3C · accessible authentication · Nielsen Norman Group · usability heuristics
→
How this changes three everyday scenarios.
New customer comparing prices
Today, observed: Address → property form → name, mobile and email → prices not reached.
Proposed: Address → necessary tariff inputs → transparent price comparison → optional saved quote or application → review → status receipt.
Dependency: the pricing team must confirm what can be quoted without contact details. If contact remains essential, explain why before entry.
Existing customer checking a payment
Today, observed: Fern → account link → login boundary. The UAT account shows multiple money figures.
Proposed: Secure account → dated balance and pending-payment state → relevant bill → help with this payment, carrying agreed context.
Dependency: payment reconciliation and identity checks. A pending payment must not be labelled settled.
Existing customer moving home
Today, observed: Long public form covering old home, new home, services and terms.
Proposed: Confirm saved property → choose dates → relevant service/access questions → review → request reference → track confirmation.
Dependency: operations owns fulfilment status. Keep a guest and assisted route for customers unable to sign in.
Illustrative copy direction. “Nothing to pay right now” when true; “Payment received, still processing” only when receipt is known; “No reads available since [date]” instead of false zero; “Your move request is received — connection date awaiting confirmation” when pending. State comes before reassurance.
✓
Best practices applied to Pulse.
Ask only what is needed, when it is needed
Quote and move formsExplain each question; allow backtracking; reuse prior answers. A shorter form is useful only if it still gathers necessary service information.
Make errors recoverable
Sign-up, activation and movingUse persistent labels, specific inline errors and an error summary; retain entered values and announce state changes.
Review consequential changes
Joining, moving and paymentsProvide check answers with targeted edit links and a clear final action. Confirmation must distinguish request receipt from fulfilment.
Support access without memory tests
Login and recoveryPermit password managers and paste; provide an authentication approach consistent with WCAG 2.2 accessible-authentication requirements. Test the actual flow.
Make controls operable and visible
Menus, forms, chat and chartsAssess 24×24 CSS-pixel targets or applicable spacing/exceptions; inspect focus, contrast, zoom/reflow and non-colour status cues. Screenshot estimates are not conformance results.
Give users control and clear status
Fern, prices, balances and move trackingKeep exits predictable, labels consistent, data dated and next steps clear. These are heuristic principles to test in Pulse’s context.
05 / PRIORITIES & VALIDATIONFix the dead ends.
Fix the dead ends.
Test the bigger bets.
P1 = core task, trust or accessibility risk. P2 = clarity and avoidable effort. P3 = capability exploration. Priorities and S/M/L effort are provisional expert estimates, not delivery commitments.
| Order | Opportunity | Effort / owner | Dependency | Success measure | Guardrail |
|---|---|---|---|---|---|
| 1 P1 | Remove Fern navigation dead ends Screens 22, 20–24 | S Chat owner + service team | State-machine ownership and approved support routing | Escape-command failures; handoff success | No fall in answer accuracy or loss of context |
| 2 P1 | Clarify the account balance and current action Screens A1 | S–M Portal product + billing | Revalidate the UAT issue in production; reliable balance states | Amount/date/action comprehension | No misleading pending-payment or credit state |
| 3 P1 | Test earlier price visibility Screens 04, 08–09 | M–L Acquisition + pricing + privacy | Confirm minimal pricing inputs and follow-up requirements | Address-to-price and price-to-completed-sign-up rates | Quote accuracy, service eligibility and unwanted-contact complaints |
| 4 P1 | Fix measured accessibility blockers Screens All; especially forms and A1–A4 | M Design system + engineering | Live DOM, keyboard, zoom and assistive-technology audit | Task completion using keyboard and screen reader | No blanket compliance claim from screenshots |
| 5 P1 | Make bills and usage tell a consistent story Screens A2–A4 | M–L Billing + data + portal | Statement metadata, reconciliation and freshness signals | Bill retrieval and cost interpretation | Status accuracy and no false-zero displays |
| 6 P1 | Simplify moving and expose progress Screens 14–16 | L Service operations + portal | Confirm existing authenticated route; connection status integration | Completed requests and status-related contacts | No missed dates, access or medically dependent support needs |
| 7 P2 | Align task labels and reduce unsolicited interruption Screens 01–03, 10, 17–19 | S–M Website + content | First-click study and callback operations | Task-find success and time to useful answer | Assisted help remains easy to discover |
| 8 P2 | Improve activation and recovery Screens 11–13 | M Identity + support | Observe verification and expired-link journeys | Activation/reset completion | Privacy-preserving errors and accessible authentication |
| 9 P3 | Explore forecasts and opt-in budget alerts Screens A3–A4; unobserved capability | L Data + service product | Reliable meter data, rates, eligibility and explicit opt-in | Forecast calibration and useful-alert ratings | False alarms, alert fatigue and unsupported precision |
?
A small discovery plan before delivery.
Close the evidence gaps.
Inspect production account states and the authorised quote, activation, recovery and move-confirmation paths. Capture zero due, credit, arrears, pending payment, no reads and stale data.
Output: confirmed defects versus outdated UAT findings.
Test actual tasks.
Start with 6–8 purposively selected participants across prospects, bill-payers and movers, including people with access needs. This is a formative sample, not a statistical estimate.
Tasks: compare an offer, explain a balance, find a paid bill, recover access, arrange a move and escape a Fern feedback loop.
Instrument the journey.
Record step-level completion and errors across domains using privacy-reviewed identifiers. Pair funnel data with support reasons; do not record private form values or raw chat content by default.
Output: baselines, denominators and segment coverage.
Prototype, then experiment.
Test price-preview ordering, a single-state balance card and Fern’s persistent navigation. Choose quantitative targets after observing the baseline and available traffic.
Output: evidence to keep, revise or reject each proposal.
| Measure | Definition | Interpretation |
|---|---|---|
| Address-to-price rate | Sessions reaching a usable price ÷ sessions with a matched eligible address | Segment by device and address eligibility; pair with final sign-up quality |
| Account comprehension | Participants correctly identifying due amount, date and action ÷ participants tested | Report sample size and scenario; do not generalise small samples |
| Move first-time completeness | Move requests needing no customer correction ÷ submitted move requests | Separate form quality from operational connection delays |
| Assistance resolution | Supported tasks confirmed resolved ÷ supported tasks with an observable outcome | Report unknown outcomes separately; containment alone is not success |
06 / EVIDENCE & LIMITSKnow what supports
Know what supports
each recommendation.
The original board is the current-state record. Version 2 layers expert interpretation and proposals over that record, plus public benchmark research.
Pulse live captures
24 desktop screens from 12 September 2026: discover, quote entry/validation, account access, moving form and Fern. Reused from the user-approved version 1.
The authorised property lookup reached a contact-data gate. No enrolment, payment, move submission, reset email or human chat transfer was completed.
Supplied account audit
4 logged-in UAT captures dated 8 August 2026. They support discussion of visible layout and information; they do not establish the current production implementation.
The source’s accessibility and interaction claims require live checks. Its proposed redesigns are not current-state evidence.
Competitor research
8 providers across NZ, UK, Australia and US. The expanded library adds 17 inspected captures: public desktop pages, published app images, setup illustrations and a simplified Genesis demo.
Public page disclosures and sample Genesis demo controls were inspected. No authenticated competitor account, quote submission, mobile-app session or controlled usability test was performed. Published imagery is not performance evidence.
Interpretation and unknowns
Customer questions, risk assessments, ideal journeys, priorities and effort are expert hypotheses. There are no analytics baselines, participant quotes or measured uplift in this board.
Unobserved downstream screens, identity controls, accessibility behavior and operations capacity remain open questions.
↗
Source register.
Public reference pages reviewed 12 September 2026. Capture dates for Pulse evidence are labelled separately.
B1Mercury · usage and cost breakdown
B2Mercury · SmoothPay eligibility and setup
B3Electric Kiwi · Kiwi Central
B4Meridian · account and moving help
B5Octopus UK · usage in money and units
B6AGL · track a new connection
B7AGL · usage and projection calculations
B10Meridian · public plan comparison
B9Octopus UK · Balance Forecast
P4W3C · accessible authentication
P6Nielsen Norman Group · usability heuristics
UATSupplied My Account audit · 8 August 2026
B11Contact · energy and mobile app previews
B12Contact · task-based account help
B13Genesis · public Energy IQ demo
B14Genesis · monthly usage demo