Redesigning Utility Rate Case Filings with Trusted AI Support
60% Faster and $500K+ in Early Revenue
FigJam
1 Product Owner
Prototyping
Interaction Design
User Research
What are General Rate Cases?
General Rate Cases (GRCs) are 18+ month filings that span 500–1,000+ pages and require input from legal, finance, engineering, and operations. Current processes are slow, error-prone, and siloed.
Business Problem
Manual workflows, disconnected tools, and high-stakes pressure lead to version confusion, duplicated work, and millions in wasted effort.
Our Goal
Build a centralized platform that uses AI to reduce friction by intuitively supporting writing, reviewing, and coordination.
Key Persona
The Regulatory Analyst: The Heart of the Testimony Process
- Gathers inputs across departments
- Writes the white paper (“testimony”)
- Manages edits, deadlines, and approvals
Top Pain Points
- Siloed tools → no real-time visibility
- Constant versioning issues
- Manual review cycles → repeated rework
- Context-switching → mental fatigue
Design Insight
AI could alleviate their biggest friction points, if it felt like a partner, not a black box.
The Solution
A Centralized Portal with Embedded, Transparent AI Support
Key Features
- Dashboard: Track rate cases, deadlines, ownership
- Case Snapshot: See document progress, assignments, and version history
- AI-Powered Review:
- Suggest edits for tone, grammar, clarity
- Tailor voice to different audiences (e.g. legal, finance, execs)
- Provide rationale for changes
- Let users override, rescan, or accept
Why It Works
AI is visible, editable, and optional, giving users control while saving time.
Where AI Created Value
- Integrated where it matters, without disrupting trusted workflows
- Always assist, never override, users stay in control.
Smart Content Suggestions
- Surface relevant regulatory phrasing based on past filings
- Help users write faster with aligned tone and structure
Reviewer-Persona Edits
Offer role-based suggestions: legal, finance, or exec preferences
Intelligent Alerts
Predict bottlenecks or overdue reviews before they delay filings
Results & Feedback
Early success proved that intuitive AI saves time and earns trust
Pilot Outcomes
- 60% faster review time for one GRC section
- 100% reduction in version confusion
- Early users: “It’s the most organized testimony prep we’ve had.”
- $100K+ annual time savings per client
- $500K+ in revenue from the first implementation
Stakeholders were especially drawn to how approachable and transparent the AI felt, not disruptive, but empowering.
What I learned
- AI works best when it’s transparent, role-aware, and user-controlled.
- Enterprise UX isn’t about adding complexity, it’s about removing friction.
- Even without direct user access, smart research methods can surface meaningful insights.
Working at a consulting agency, we don’t always have the time or resourcing for deep user research. But in this project, we had the rare opportunity to collaborate as a full design team and invest in foundational UX practices, like competitive analysis, workflow mapping, and persona development.
Although we couldn’t speak directly with end users, we simulated their perspectives through stakeholder interviews and structured analysis, which made the design more thoughtful and grounded.
I was slated to lead the next phase of the product with a major West Coast utility company, but due to a company-wide layoff, I wasn’t able to continue. Still, this experience sharpened my ability to design for clarity and confidence in complex systems, and I’m excited to carry that momentum into my next opportunity.