User Experience (UX) Design is all about making digital interactions smoother, more intuitive, and more enjoyable. At PRISMA, we've made it our mission to not just follow UX best practices—but to live them. Since joining the team, I’ve been working to bring UX to the forefront of how we think, design, and build. Here's a look into my journey, and how we’re reshaping the way users interact with our platform every day.
Thankfully, the work we do here at PRISMA doesn't go unnoticed. That's because we stay in near-constant conversation with our users. Feedback isn't just part of our process - it is the process.
And that’s what makes designing UX here so meaningful. It’s also why our users continue to benefit from what we build together.
When I first joined PRISMA, my main focus was to lay the foundation for scalable, sustainable UX practices. I wanted to create processes that make it easier—and faster—for users to get where they need to go on our platform.
UX wasn’t totally new at PRISMA. The product team had already been applying UX methods with external specialists. But as PRISMA grew, it became clear we needed a dedicated in-house person to lead and evolve our UX strategy.
From day one, I dived into user research—mapping out different user types, identifying their journeys, and gathering as much feedback as possible. The insights we collected shaped the way forward and continue to inform everything we do.
To guide our approach, we adopted the Double Diamond model. It's a powerful design framework that emphasizes both exploration and refinement through two key phases:
1. Discover: This phase is all about understanding user pain points. We conduct interviews, run surveys, analyze user diaries, and test usability to collect valuable input.
2. Define: We then turn those findings into actionable insights, narrowing our focus to solve clearly defined problems.
3. Develop: With problems defined, we brainstorm solutions in close collaboration with our users and teams, sketching ideas and exploring different approaches.
4. Deliver: We test, refine, and retest. The best ideas are implemented and communicated across teams—so everyone, from comms to customer success, knows what’s launching and why.
Today, we’ve built a cross-functional UX & Front-End team. It’s a flexible, collaborative setup where we support other teams' work while also managing overarching initiatives like maintaining our Design System. This structure gives us the autonomy to move faster and implement design changes directly.
One of my core responsibilities is to ensure our Design System evolves in lockstep with the platform. It’s what keeps our interfaces consistent, our workflows efficient, and our user experience smooth.
One thing that makes UX especially rewarding at PRISMA is the nature of our B2B environment. Our users aren’t just passing through—they’re power users. They rely on the platform daily, and they’re deeply invested in making it better.
In fact, many actively ask to be involved in our user research. That’s a huge difference from the B2C world, where you often need to offer incentives like gift cards or swag just to get feedback. Don’t get me wrong—we do still say thank you with goodies and training sessions—but more often than not, our users are eager to collaborate simply because it helps them, too.
To better structure this engagement, we created the PRISMA Community Hub. It’s a space where users can opt into research—whether that’s through surveys, interviews, or our User Diary program, where they log their platform experiences over a week. We analyze these diaries to spot patterns, uncover friction points, and find unmet needs. Plus, we store and share our findings in a centralized Research Repository.
One early UX challenge we tackled involved Network Points, which can be entry, exit, or bundled. Originally, these were labeled with text. We replaced that with icons and tooltips—but users found them confusing. So, we took a step back and interviewed them to understand how they mentally model these points. That feedback led to a clearer, more intuitive redesign.
While many of the features we've redesigned haven’t fully rolled out yet, we already know from early feedback that users love being part of the process. They see their ideas reflected in the product—and that builds trust.
Of course, UX in the energy sector is still playing catch-up. Compared to industries like e-commerce or HR tech, UX here is in its early days. But we’re proud to be ahead of the curve.
Because ultimately, great UX is about creating tools that work with users, not just for them. And at PRISMA, that’s exactly what we’re doing—together.
Interested in participating in upcoming UX studies? Join our Community Hub! We're happy to Welcome you!