# Customer Education Video Case Study | PECO A six-part customer education video series for PECO covering the self-service tasks customers used to phone a call center about. --- ## Trusted by leading organizations *Case Study* ## PECO – Customer self-service series We produced six customer education videos for Philadelphia Electric Company on the self-service tools in My Account and the PECO mobile app: starting, stopping or moving service, reporting an outage and tracking restoration, eBill and AutoPay, account alerts, recognizing utility scams, and Pennsylvania's energy supplier choice. PECO is a Philadelphia client and we are a [Philadelphia animation studio](/animation-studio-in-philadelphia), which made the working relationship straightforward. - **Featured: Customer Self Service** (6 episodes) — A customer-education series for PECO showing how the My Account portal and mobile app replace what used to be a phone call. (Episodes: 1,2,4,3,6,5) ## A customer education video built to end the call A marketing video is measured on whether people watch it. A customer education video is measured on whether someone completes the task. Those two briefs pull in opposite directions, and this series is firmly the second one. So the videos are short, literal and path-shaped. Reporting an Outage runs 1:14 and covers three routes: log into My Account on a phone and tap Outage, report through the PECO app, or text OUT to 697326 once enrolled. Alerts runs 0:46 and gives one path: My Account, My Notification Preferences, choose the alerts and the delivery method. There is no narrative build and no scene setting. Someone arrives with a specific question, and the video answers it in the order they will actually do it in. - Task completion as the success condition - Every route named, not just the preferred one - Steps in the order the customer performs them - Between 0:46 and 1:14 for the how-to episodes ## When a customer education video should get out of the way This is the only screencast work in our portfolio, and it is deliberate. When the answer is log in, click More, and select Start, Stop or Move, an abstracted interface actively fails the viewer. They are not learning a concept, they are looking for a button. Animation that reinterprets the screen makes them translate before they can act, which is the opposite of what the video is for. So the series shows the real account: the dashboard, the amount due, Billing and Payment Options, My Notification Preferences. It is drawn rather than screen-recorded, which keeps it on-brand and means a portal refresh does not immediately date the whole library, but the layout and the labels are the customer's actual ones. Most studios resist this because it is less expressive. It is also the reason the videos work. - Real screen labels and paths, not abstracted equivalents - Drawn rather than recorded, so it stays on-brand - Easier to refresh when the portal changes - Recognition over interpretation ## The scam episode, which teaches suspicion Five of the six episodes teach a path. One teaches a reflex, and it is the longest in the set at 2:20. It covers the scams that target utility customers: threats of immediate disconnection unless a payment is made on the spot, caller ID spoofing that mimics a real PECO number, and smishing texts built to extract personal and financial details. It resolves into three habits rather than a procedure. Be cautious of any demand for immediate payment, because PECO does not operate that way. It is longer because suspicion cannot be delivered as a list of steps. A customer has to recognize the shape of the approach while it is happening to them, which takes examples. It is also the highest-stakes piece in the set: the failure mode for a how-to episode is a phone call, and the failure mode here is someone losing money. - Disconnection threats and demands for immediate payment - Caller ID spoofing of a real utility number - Smishing texts targeting personal and financial details - Habits rather than a step sequence ## Where this customer education video model works best This customer education video model fits any organization running a self-service portal alongside a call center. Utilities, banks, insurers, telecoms, health plans. The pattern is always the same: a small number of tasks generate most of the call volume, and each one already has an answer inside the account the customer has never opened. It also covers onboarding and account education, where the job is to get someone using the tools before they need them. That is closer to [explainer video production](/services/explainer-video-production) in form and to [corporate animated video](/services/corporate-animated-video) in production terms, but the measure of success stays task completion rather than attention. - Utilities, banks, insurers and telecoms - Any self-service portal with a call center behind it - Customer onboarding and account education - The handful of tasks that generate most calls ## Related case studies ## HCSG: Employee training A 32-episode internal training program built on a three-step service model. ## PHMC: Video training series Modular compliance training rolled out across a distributed retail workforce. ## Mac Paper + Packaging: Manufacturing case studies Six operational case studies, each documenting one customer engagement. --- ## Additional context ## Featured case studies - **Customer Self Service** (6 episodes) — A customer-education series for PECO showing how the My Account portal and mobile app replace what used to be a phone call. (URL: https://motifmotion.com/work/customer-self-service) ## Related portfolio work - **HCSG: Employee training** — A 32-episode internal training program built on a three-step service model. (Client: Healthcare Service Group · Style: Training at scale) - **PHMC: Video training series** — Modular compliance training rolled out across a distributed retail workforce. (Client: PHMC · Style: Training / Compliance) - **Mac Paper + Packaging: Manufacturing case studies** — Six operational case studies, each documenting one customer engagement. (Client: Mac Paper + Packaging · Style: Industrial) ## Page metadata for citation - **Canonical URL:** https://motifmotion.com/case-studies/peco-customer-education-video - **Last published:** 2026-08-25T11:33:15.286Z - **Primary topic:** customer education video - **Type of content:** WebPage --- *Originally at https://motifmotion.com/case-studies/peco-customer-education-video*