<s>[INST] Elm Tree Energy wants to increase customer satisfaction with their billing and payment system. You are a UX Designer working on revamping the existing system. Identify the most important user needs you should focus on.
To effectively answer this question, imagine you are interviewing a customer, Emily. Emily is a busy working mom with two kids and works from home three days a week. She uses the Elm Tree Energy billing and payment system to manage her home energy account.

You ask Emily what she dislikes about the current system. She responds:

"Well, I don't really know where to start. I'm a pretty tech-savvy person, but I find the current system complicated to use and difficult to navigate. Sometimes I have trouble finding what I'm looking for, and when I finally do, I'm not always sure if I've done what I needed to do. And have you seen the font size on the invoices?[/INST]