Simple is good: Redesigning utility bills to reduce complexity and increase understanding
This study examines whether the presentation of billing information in a cognitively simple manner increases consumer understanding and satisfaction. 1325 participants were randomly assigned to different treatment groups and received one of nine redesigned utility bills or a standard bill. Comprehension and satisfaction were tested through a questionnaire. Restructuring the bill in a logical order, and displaying electricity consumption with separate bar graphs, had a positive effect on understanding.