The British Gas Business Account Management Portal was redesigned to create a clearer, faster and more self-service digital experience for business energy customers. The portal allowed users to manage key account tasks online, including viewing bills, making payments, submitting meter readings, checking energy usage, managing account details, accessing documents and raising support requests.

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The existing experience needed to better support the complexity of business energy management, particularly for customers with multiple premises, meters, contracts or account users. Important information was often difficult to find, and routine tasks could feel fragmented across different areas of the portal.

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My role focused on redesigning the end-to-end UX and interface of the new business account management portal. I worked on improving the information architecture, dashboard structure, navigation, task flows and visual hierarchy to make the experience more intuitive and efficient.

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The redesigned portal brought the most important account information and actions into a more structured experience, helping customers quickly understand their account status, complete key tasks with less friction and manage their business energy accounts with greater confidence.

British Gas is one of the UK’s most established energy providers, supplying gas, electricity and energy services to homes and businesses across the country. Through British Gas Business, the company supports small, medium and large organisations with energy accounts, billing, meter management, payments, contracts and customer support.

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For business customers, energy management can often involve multiple premises, different meters, several account users and complex billing arrangements. This makes the digital account experience an important part of how customers understand their energy usage, manage costs and complete day-to-day account tasks.

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The Business Account Management Portal was created to give customers a more efficient way to manage these responsibilities online. The platform needed to support a wide range of users, from small business owners managing a single account to larger organisations overseeing multiple sites. The redesign focused on making the portal clearer, more self-service and easier to navigate, helping customers complete key tasks without needing to rely heavily on customer support.

British Gas Business customers needed a clearer and more efficient way to manage their energy accounts online. The existing portal had to support a wide range of users, from small business owners with a single site to larger organisations managing multiple premises, meters, contracts and billing arrangements.

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The key challenge was simplifying a complex account-management experience without removing the depth of information business customers needed. Tasks such as viewing bills, submitting meter readings, checking payment status, reviewing usage data and accessing account documents were essential, but they needed to be easier to find, understand and complete.

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The portal also needed to make better use of customer and usage data. Working with the Product Owner and Head of Data Science, the challenge was to identify how data could be surfaced in a more meaningful way, helping users understand their account status, spot important changes and take action at the right time.

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From a UX perspective, the challenge was to redesign the portal around customer priorities rather than internal system structures. This meant creating a clearer dashboard, more intuitive navigation and task-led journeys that reduced friction, improved self-service and gave business customers greater confidence when managing their energy accounts online.

The solution was to redesign the British Gas Business Account Management Portal around the key tasks customers needed to complete most often. Instead of presenting account information through a fragmented or system-led structure, the new experience was shaped around clear self-service journeys, helping users manage their business energy accounts with greater speed and confidence.

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I redesigned the portal dashboard to surface the most important information upfront, including account status, billing information, payment details, meter reading prompts, usage insights, documents and support updates. This gave users a clearer snapshot of their account and helped them quickly identify what needed their attention.

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A key part of the solution was improving the information architecture and navigation. I grouped related tasks into logical sections so customers could move more easily between bills, payments, meters, usage, account details and support. This reduced the effort required to find information and helped users complete routine account-management tasks without relying on customer service.

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I also worked closely with the Product Owner and Head of Data Science to explore how customer and usage data could be presented in a more meaningful way. This included designing clearer usage insights, account summaries and data-led prompts that helped business customers better understand their energy consumption, billing position and required actions.

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The redesigned portal created a more structured, task-led and customer-focused experience. It supported both small businesses with simple account needs and larger organisations managing multiple premises, meters and contracts, while creating a stronger foundation for future data-led improvements across the British Gas Business digital experience.