Designing a Cohesive Ecosystem
Designing clear, consistent UXUI to support One PPL’s unified customer experience.
Overview
PPL Corporation is preparing to merge its three utility companies (LG&E, KU, and PPL Electric) into one unified organization.
I focused on redefining the customer experience for LG&E, one of PPL Corporation’s utility companies, as part of a broader effort to unify three utilities into One PPL.
Impact
Unified communication, improved clarity, and scalable design standards.
The redesign introduced clear, consistent, and empathetic UX copy and design standards that set the foundation for a single, cohesive brand experience across products and platforms.
3
Companies aligned under one content & design system
100+
Reusable Figma components created
50+
UX copy patterns standardized
5
Core governance rules established for long-term maintenance
The Problem
Each utility serves different customers with unique systems and processes. These differences could create confusion and inconsistency once the companies merge.
Our audit uncovered four key issues:
Outdated UI
Poor user experience
Different design systems and language
Limited documentation and governance
The Solution
We transformed outdated, inconsistent interfaces into a modern, guided experience supported by aligned copy, scalable components, and clear interaction patterns.
Experience Redesign
Simplified complex workflows with step-by-step guidance
Reduced cognitive load through clear hierarchy, spacing, and grouping
Modernized outdated layouts to support clarity and task completion
Improved flow logic so users move through tasks with confidence
interface redesign
Introduced consistent, scalable UI components across products
Added steppers, progress indicators, and interactive cues
Improved readability through updated typography, spacing, and alignment
Enhanced accessibility with better contrast, clear labels, and input affordances
Copy and Interaction Clarity
Rewrote instructions, labels, and help text in plain, actionable language
Defined patterns for CTAs, errors, alerts, and form messaging
Ensured copy reinforced UX decisions, reducing uncertainty and errors
Aligned language with user actions for intuitive interaction
Design and Documentation
Created the UX Writing Guidelines and Content Library with standardized patterns
Designed Figma component examples to show real-world usage and tone
Established rules for consistent component behavior across utilities
Governance and Scalability
Built contribution rules and version control for sustainable updates
Documented how to use, update, and extend the content and design systems
Provided a unified source of truth teams can reference as the merge approaches
The Process
My team and I approached this project by combining content strategy, UX design principles, and collaboration across teams to create standards that could scale across all utilities.
Discovery and Alignment
Audited existing LG&E, KU, and PPL Electric content and design patterns
Identified inconsistencies in terminology, UI copy, and component usage
Lacked intuitive, human-centered design
