Evergy Email Redesign:
Brand & Education Focused Emails
Transforming the Outage Email Experience
Project Overview: When customers experience a power outage, one of their first interactions with Evergy is often through an outage email. These moments can be stressful and uncertain, with customers looking for clear answers, timely updates, and reassurance that progress is being made. Recognizing the importance of this touchpoint, my focus was to better support customers during a vulnerable moment in their journey.
The prior outage emails were originally functional but largely simplistic. The goal of this redesign was to create a more customer-centered experience that emphasized transparency, clarity, and trust.
By combining thoughtful storytelling, improved information hierarchy the redesigned emails transformed a simple notification into a communication tool that guides customers through the outage and restoration journey while reinforcing confidence in the Evergy brand.
My Role & Impact: I designed the outage email redesign from concept through execution, leading the end-to-end design process and championing a customer-first approach throughout the project. I evaluated the existing experience, identified opportunities to improve clarity and engagement, and developed design solutions that better aligned with customer needs during outage events.
Fun Fact: during the redesign process, I identified that the outage map experience varied between desktop and mobile devices. To create a more intuitive experience, I designed device-specific email imagery that matched the version of the outage map customers would see after clicking through. This small but impactful enhancement helped make the transition from email to the outage platform feel seamless and helped customer better understand expectations.
Brand & Education-Focused Email Experiences
Project overview: Email is often one of the most direct ways we connect with customers, so my goal was to make every touchpoint feel intentional and easy to engage with. Across many of our brand campaigns, rate plan communications, energy impact initiatives, and customer journey emails, I focused on designing experiences that helped customers understand not just what Evergy was communicating, but why it mattered to them.
My role was to transform information into experiences that customers could easily navigate and understand. I partnered with stakeholders to uncover the goals behind each campaign, then translated those objectives into email designs that balanced user needs, brand standards, and business priorities.
