Success snapshot

A Human-Centered Approach to Delivering Content With UX Design and User Testing

Energy and Resources
PW-case-study-hero-image

Challenge

As the key distributor of electricity and provider of water and sewerage services in its region, the client wanted to fortify its role in the community. To do so, it sought to enhance its content delivery with an elevated user experience.

The client’s goal

This Australian power and water supply sought our support in three areas:
  • Water supply stories
    Bring an increased community awareness of the origins of drinking water and the importance of safeguarding the water supply.
  • Power outages
    Elevate the user experience for the power outages section on the client's website to ensure a more user-friendly interface.
  • Service design
    Undertake service design and optimisation for both the meter read and change of ownership service journeys to enhance overall efficiency.

Outcome

Delivering a more intuitive experience online allowed visitors to view unplanned versus planned outages and easily understand their status. This led to increased efficiencies and reduced call centre inquiries.

The result delivered

Through our strategic collaboration, we delivered:
  • Flexible website templates with engaging content to improve perceptions of the client
  • Better, more intuitive page design to provide information and reduce call centre inquiries
  • Reusable user interface (UI) components to streamline the build process

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