A Bill Resurrection: JEA’s Bill Redesign with KUBRA

Did you know that last year, vinyl records accounted for 43% of album sales in the United States? Even as new ways to enjoy music become more convenient and accessible, some people still prefer to experience classic vinyl. The same can be said about a customer bill. Even after decades of innovation and new ways to view a bill, the preference for a paper bill remains. That is why Jacksonville Electric Authority (JEA) worked with KUBRA to bring new life to their customer bills. 

Located in Florida, JEA serves over 1 million residents across 460,000 accounts, making it the 8th largest municipality in the nation. With services spanning electric, waste/wastewater, irrigation/reclaimed water, and gas, JEA is committed to enhancing customer satisfaction through continuous improvement and innovation. Read the blog post to discover how this partnership has revolutionized utility billing for JEA’s customers. 

Enhancing Customer Experience through Comprehensive Billing Redesign

In March 2023, KUBRA collaborated with JEA to redesign their bill, achieving significant positive outcomes with a go-live in February 2024. During this period, in-person feedback was gathered from customers to ensure the redesign effectively met user needs. 

The primary goals of the JEA redesign were multifaceted, focusing on improving customer experience. The objectives included boosting customer satisfaction, reducing call center inquiries, modernizing the billing system, optimizing relationships with print vendors, and providing more self-service tracking options. The new, intuitive JEA bill layout is much clearer, making it easier to understand. This fresh design meets the needs of modern billing while offering tools to monitor accounts effortlessly.

A Seamless Billing Solution

Partnering with KUBRA, known for its industry experience and design expertise, JEA implemented a series of exciting improvements. Modernized print bills now feature a sleek new design that looks great and is more user-friendly. Streamlining management and operations became much easier with KUBRA as the single vendor. QR codes have been integrated to simplify payments, making it more convenient for everyone to settle their bills. To top it all off, a uniform bill design was ensured across the JEA website, payments portal, and the JEA app, providing a consistent and professional look across all digital touchpoints.

A Lasting Redesign Impact

The redesign has led to significant positive changes. Customers have overwhelmingly preferred the new color-coded bills, appreciating their improved aesthetics. One user noted it “breaks down the bill in easy-to-read sections,” and another highlighted how it is “easier to understand and read.”  KUBRA’s zone methodology has simplified bill navigation with standout features like the summary of charges, a header indicating the amount due, and consumption charts (bar graphs of usage). Users describe the bill as “very appealing to the eye, pleasing and attractive,” emphasizing its comprehensible and simple presentation. The redesign improves clarity and strategically positions key details for PDF and paper delivery, enhancing user interaction and satisfaction. 

Innovating for a Better Customer Experience

The successful collaboration between JEA and KUBRA highlights the power of innovative design and dedicated customer service in utility billing. JEA has modernized its billing system by focusing on customer feedback and industry best practices, significantly enhancing the overall customer experience. For JEA customers, this revamp promises greater satisfaction, fewer frustrations, and an easier way to manage their utility accounts. The future looks bright as JEA continues to innovate and serve its community with excellence.