EnergyAustralia
self-service digital transformation
OVERVIEW
As one of Asia-Pacific's largest energy retailers, EnergyAustralia’s customer self-service portal – part of its digital transformation program – impacted millions of households and businesses nationwide.
Collaborating with EA’s strategy and user experience team, Oliver co-lead the later phases of the UX as well as heading the creative – from concept to execution.
CLIENT
EnergyAustralia
AGENCY
Webplace
01
UX and wireframes
Crafting a successful user experience is often in the details – especially important when the user is doing something essential, but less-than-pleasant – in this case parting with money for a utilities bill.
This was further complicated by the gas and electricity using different back-end systems with contrasting payment gateways.
02
Creative concepts
04
Customer portal dashboard
04
Responsive account screens (mobile)
The outcome was a set of task-oriented designs that allowed EA customers to log in, pay their bill and get out, without fuss or confusion.
05
Website internal screens (desktop)
06
Digital design system
Written, designed and compiled by Oliver, the digital design system was produced to aid the portal developers implement the designs into the development environment.
The documentation of each element’s CSS, and explanations in plain English were vital to a successful delivery, especially as it was used by offshore technical teams with little front-end experience.
07
Postscript
EnergyAustralia was an industry winner in the Global Reviews 2015 and 2016 Customer Experience Index for Energy Retailing
It held the top score across both desktop and mobile sites, demonstrating a consistent cross-channel experience; allowed customers to easily compare product options and had a top ranking for meet the customers' needs.