A confusing utility bill can become a crisis fast — especially for customers living on a fixed income. After hearing from a 77-year-old resident who spent weeks trying to resolve a water bill issue and access assistance, Quisha Light began rethinking how utilities interact with the public.
At the Portland Water Bureau, she led an effort around “customer journey mapping” — examining every touchpoint customers have with water, wastewater, and stormwater services to better understand frustration, confusion, and barriers inside utility systems.
Her goal was to move beyond technical processes and create a simpler, more human-centered experience that builds trust and makes it easier for people to get help when they need it.
00:00 — Arlene’s Water Bill Crisis
00:38 — Meet Quisha Light
00:58 — Mapping the Customer Journey
01:25 — Fixing Broken Utility Processes
02:00 — Building Trust With Customers
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