Customer Education Series

Pacific Gas & Electric (PG&E) is an investor-owned utility that serves over 16 million customers across 70,000 square miles of service territory.

PG&E partnered with studioID to create a series of educational content with the goal of helping to explain electrification to homeowners who may not understand panels, rebates, appliance loads, induction cooking, backup power, or why electrification matters now.

Holly B. at studioID reached out to me to come in on the project as an expert writer and help turn technical utility expertise into clear, credible, consumer-facing content.

The challenge was that the subject matter touched on multiple topics: climate goals, appliance costs, incentives, electric panels, backup power, customer misconceptions, and PG&E program resources, all while the scope and stakeholder direction continued to evolve.

I prepared and led SME discovery questions, focusing on the real barriers customers face, such as uncertainty about incentives, concerns about panel upgrades, the cost of switching appliances, among others.

I then used those insights to structure blog posts and guide content that balanced PG&E’s authoritative voice with approachable guidance.

For the cost-focused piece, I helped shape the article around an SME’s personal and professional experience while incorporating third-party cost research and PG&E action links.

For the panel guide, I supported a “meet your electric panel” direction that made the technical infrastructure visible and understandable to homeowners.

The work helped PG&E move from broad electrification messaging to practical customer education and a multi-asset awareness tool kit, comprised of blog posts on the benefits and costs of electrification, a 3-4 page illustrated electric panel guide, and technical explainers.