SOUTHERN CALIFORNIA EDISON POSSIBLE CHARGE READY TRANSPORT QUICK

SOUTHERN CALIFORNIA EDISON POSSIBLE CHARGE READY TRANSPORT QUICK REFERENCE GUIDE & HANDBOOK APPROACH 04/10/19

THE ASK Quick Reference Guide & Program Handbook SCE has engaged POSSIBLE to develop a variety of documents and communications to support the launch of the newly-approved Charge Ready Transport Program. For this portion of the ask, we have been tasked with revising / designing the Quick Reference Guide and the Program Handbook by applying user-first principles to make these documents accessible, appealing, and easy-to-use. QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 2

ALIGNMENT ON AUDIENCE Fact Sheet Participation Package Documents in the Customer A short, enticing high-level A more detailed overview of the Journey overview meant to generate program a meant to inform awareness and interest, then prospective customers in the drive readers to learn more. consideration phase. Audience: Business Decision Makers (BDMs), EV evangelists Makers (BDMs) In total, there are four main information documents available to customers interested in the Charge Ready Transport program. After reviewing the content, we have made certain assumptions about their purpose and intended audience. Quick Reference Guide What we’ll discuss today Handbook An accessible, step-by-step The “bible” of the Charge walkthrough designed to help Ready Transport program, this customers navigate the extended book offers a long-form, installation process after they comprehensive explanation of the have decided to apply. installation process. Audience: Implementers, Legal QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 3

OUR APPROACH: USAGE & FORMAT Our assumption is that the Guide and Handbook will be downloaded or emailed, and often printed for reference. To that end: 1 3 2 We will be mindful of the user We will rely on best practices and The document will be designed so journey, taking into account digital accessibility standards for printed it can be easily printed. It will be a and printed use-cases, and the material to ensure the optimal PDF that is formatted for standard user’s ability to access and experiences for the widest variety of 8. 5” by 11” printer paper. manage the wide array of users. associated documents. We will determine if portrait or For example, we will not rely strictly landscape is appropriate in the UX For example, we may add on clickable links, either for external and design phase. We will also seek instructions on how to access and destinations or navigation within to limit the file size (if possible) to submit documents. We will also the document. ensure it can be attached in most consider alternate names for these email clients. materials and other documents. QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 4

OUR APPROACH: CONTENT Our assumption is that users will refer to the Guide and the Handbook throughout the extended installation process. To that end: 4 6 5 We will reorganize the content to We will edit and revise the copy in We will provide an accessible, be clear and easy-to use for the previously provided work-in- visually-appealing design that customers, some of whom may only progress documents to improve emphasizes clarity and simplicity. engage with the program readability. intermittently. The guide will be designed to Though we will make our best WCAG 2. 0 standards and will align To optimize the experience, we will efforts to be accurate, we will still with the latest SCE Brand consider alternate naming and rely on SCE to be the subject matter Guidelines, using appropriate colors, content structures. We will also experts who will provide feedback, fonts, iconography, and other ensure the content in the Guide and fact checks, and a legal review of all design elements. Handbook align with other material. content. QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 5

QR GUIDE: CONCEPTS 6

COVER AND APPLICANT INFO Title Page Note: All design and copy is F. P. O. Applicant Info QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 7

INTRODUCTION Note: All design and copy is F. P. O. An introduction page will establish key program procedures and—as the process continues over an extended time— serve to remind the user (or new administrators ) about these key details later. ? 1) Why are some documents required to be uploaded, and others emailed? Can we standardize this so every document is uploaded? 2) Vanity URL for document page on SCE. com. (See OTHER CONSIDERATIONS) Introduction Concept QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 8

PROCESS OVERVIEW Note: All design and copy is F. P. O. The process flow will be an important reference for users. It will function as both a walkthrough of the process and a visual outline of the Guide itself, establishing the visual language repeated and referenced throughout. If it can be achieved clearly and simply, we will design this page to also function as a Table of Contents for the guide. If we determine through our explorations that this approach is too confusing, we will include a separate Table of Contents. ? 3) Are we free to consider changing the numbers of the steps? How about the names? (Provided we ensure all program materials are in alignment) Process Flow Overview QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 9

CHAPTERS Note: All design and copy is F. P. O. Each phase of the process will be divided into colorcoded chapters. The chapter break pages will offer a brief overview of the phase and include the estimated durations. Chapter Breaks QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 10

STEPS Note: All design and copy is F. P. O. Each step will be easily identifiable and organized in a consistent, easy-to-follow format. As this guide will be designed for print, the steps may not divide evenly on a one-per-page basis. Example Step QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 11

APPENDIX Note: All design and copy is F. P. O. We may opt to include an appendix for other helpful info, like a consolidated document checklist. Example Appendix Page QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 12

OTHER CONSIDERATIONS 13

SCE. COM DOCUMENT PAGE To account for printed use-cases, we will create a new page on sce. com with a simple vanity URL so users can access all of the documents linked-to from within the program materials. This page will live on the 4 th-level of the site navigation (not on the main menu) nested under the new Charge Ready Transport page currently being developed. Vanity URL suggestions: www. sce. com/transportforms www. sce. com/transportdocuments Conceptual wireframe QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 14

SCE. COM DOCUMENT PAGE To account for printed use-cases, we will create a new page on sce. com with a simple vanity URL so users can access all of the documents linked-to from within the Guide. This page will be on the 4 th-level of the site navigation (not on the main menu) nested under the new Charge Ready Transport page currently being developed. Vanity URL suggestions: www. sce. com/transportforms www. sce. com/transportdocuments Conceptual wireframe QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 15

DOCUMENT INVENTORY We are in the process of taking inventory of all the supporting documents and accounting for their mentions and links. We have identified some minor issues we’d like to discuss with a program manager. These include: • Naming standards • Missing documents • Document relevance to program materials To access the live Google Sheet, click here. QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 16

NEXT STEPS • Today, 4/10: Ken share any feedback on the outlined approach for the Quick Reference Guide & Handbook • By 4/12: Ken to schedule time for POSSIBLE to review documents with Program Manager • Tues, 4/16: POSSIBLE to share design templates for Handbook • Wed, 4/17: POSSIBLE to share work-in-progress Quick Reference Guide • Wed, 4/24: POSSIBLE to share final Handbook and Quick Reference Guide • Fri, 4/26: Ken to provide final approval / minor revisions requested for Handbook and Quick Reference Guide • Wed, 5/1: POSSIBLE to handoff assets to Infosys for publishing QR GUIDE & HANDBOOK APPROACH | 04/10/2019 | 17

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