DTE Energy
Storm Response
IoT / Chatbot / App
Role
UX Research
UI Design
Work
Process mapping
Conversation bot flow
Dispatching UI
Feature discovery
Usability testing
Key Product Takeaways
GPS maps responder locations in real time
Displays downed lines from 911 reports
Guided triage via bot-led decision flows for complex scenarios
Mobile-First text approach allows full functionality without Wi-Fi
Smart dispatching matches crews to incidents by proximity
Instant updates sendt directly to dispatch.
Product Summary
The Problem
Aging infrastructure and storms cause widespread downed power lines and frequent power outages.
Complex procedures and manual triage are difficult in heavy storms.
Limited information creates delays in resource deployment and slow dispatching for repairs.
UX Considerations
Due to physical environments, the process must work offline and with limited or no Wi-Fi.
Responders need clear, guided directions for varied scenarios.
Up-to-date GPS location and 911 data are needed for efficient dispatching.
Outcomes
Faster response times with quicker crew deployment.
Prioritized safety for first responders.
Instant digital data sharing, reduction in redundant processes.
Downed line triage safety and power restoration occurs smoother and more efficiently.
Ways we learned
Generative / Evaluative
1:1 interviews
Sit withs
Heuristic/WCAG analysis
Proof of concept
Moderated testing
Group Feedback
Design workshops
Prototype demos
Polling
1:1 testing
Focus groups
Synthesis
Personas
Flow mapping
Pain point mapping
Prioritized user wants / needs