Account Activity
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Overview | Product Context | Phase 1 | Phase 2 | Deployment | Next Steps
OVERVIEW
Customers had no way to view their bill and payment history in the National Grid mobile app. This project focused on designing a clear, reliable Account Activity experience — accounting for complex edge cases like error states, partial data failures, and HEAP payments.
Within a week of deployment, 500+ users had updated the app and were actively using the new feature. The team continues to monitor performance and gather feedback.
TEAM AND DURATION
2 Product Designers
2 Leads
1 Manager
December 2024- December 2025
PRODUCT CONTEXT
What Customers Couldn’t See
Background: Customers using the National Grid mobile app had limited visibility into their billing and payment history. The Recent Activity screen only showed payments from bank accounts or credit cards. This left out key statuses like failed, canceled, or pending. Users could only see “scheduled” or “completed,” which created confusion, eroded trust, and led to unnecessary support calls.
Solution: The redesigned Account Activity experience gave users a full view of their transaction history across all payment method with clear statuses, an organized timeline, and actionable detail for each entry. The goal was simple: users should be able to confirm payment outcomes instantly, without calling support.
PHASE 1
Telling the Story Before Building It
Before any screens, we worked through narratives with product and engineering to validate edge cases and prioritize user needs. Key decisions included things like whether to show canceled and rebilled bills side by side, how to handle partial data failures, and what 24 months of history actually looks like across different account types.
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Allocation Request Hub (out of scope):
• Centralized past, draft, and new submissions so users didn’t have to remember where they left off
• Gave clearer visibility into submission status across months, lowering uncertainty and duplicate submissions
• Reduced repeat work by allowing users to start from a previous submission instead of re-entering data
PHASE 2
Where the Details Live
In Phase 2, the experience moved toward a guided flow where users can navigate to the DG credits tab within My Business Account (MBA) to complete their allocation form. This adjustment balanced feasibility with the need for a clear, understandable user experience.
Account Activity Exploration
Bill and Payment Details Exploration
DEPLOYMENT
From Figma to 500+ Downloads
In Phase 2, the experience moved toward a guided flow where users can navigate to the DG credits tab within My Business Account (MBA) to complete their allocation form. This adjustment balanced feasibility with the need for a clear, understandable user experience.
Video
While more advanced table interactions were explored, the MVP prioritized patterns that would keep users oriented, accurate, and confident when working with large allocation tables.
LOOKING AHEAD
Next Steps
Community Solar Credit Allocation launched on January 26, 2026 as an MVP pilot, allowing select Massachusetts solar developers to submit monthly credit allocations directly through My Business Account. The pilot focuses on reducing manual processing and giving users clearer visibility into submission timing, status, and outcomes. Feedback from this rollout will inform expansion to additional accounts and future enhancements to the broader solar experience.