QUEENSLAND URBAN UTILITIES
DELOITTE DIGITAL AUSTRALIA | YEAR 2016 | ROLE UX DESIGNER AND RESEARCHER
DELOITTE DIGITAL AUSTRALIA | YEAR 2016 | ROLE UX DESIGNER AND RESEARCHER
Queensland Urban Utilities engaged Deloitte Digital to redesign their existing website in order to better service their customers. A responsive website built on a new content management system vastly improved the experience of users and provided Queensland Urban Utilities customers with a range of self service functionality. For more information, visit the project at Deloitte Digital Australia website.
I was part of the UX team engaged to this project, mainly responsible for the UX research and prototype.
Co-works: Paul Ciappara (UX Design Consultant) and Nicky Watson (UX Design Analyst).
The users are basically home owners from Queensland, Australia. The challenge, from the UX, UI and UT perspective was that we were building a portal (logged in area) for a fairly mature costumer (over 65 years old). They aren't necessarily computer savvy and most of them don't like the idea of making payments online, in general.
“Deloitte Digital has allowed us to explore new online capabilities enabling a better self-service experience for our customers though a scalable website solution that works seamlessly across all devices and browsers.”
Justin Poulus, Executive Leader Customer and Community, Queensland Urban Utilities
Justin Poulus, Executive Leader Customer and Community, Queensland Urban Utilities
Transforming an aging website to better serve customers
Queensland Urban Utilities wanted to provide their customers with a better online experience through the development of a responsive website that would allow users to achieve key tasks across a range of devices as well as provide an extensive range of self service functionality.
Making it easier for the customer
Deloitte undertook customer research, requirements definition, visual design, and technical design in order to assist Queensland Urban Utilities achieve their goals. The website is now much more intuitive and easier to navigate. A key feature of the website is the “Report a leak” online form where customers can report a burst water main or leak in their area quickly and easily. The responsive website ensures this task can be completed with ease across any device which has eliminated the need for a stand-alone mobile app.
Successful delivery
Both the website redesign and content layout was well received by Queensland Urban Utilities stakeholders alike. The website was built on the Sitecore CMS platform with future personalisation opportunities in mind. Queensland Urban Utilities' goal is to track a customer’s journey through the website and use that insight to surface further opportunities for the customer to self service via online forms or information gathering.
Behind the scenes
Research steps included since visiting the call centre in order to map the main reasons why clients would call asking for help before prototyping a solution on Axure. Once the prototype was ready we did some interviews and usability testing sessions (cooperative evaluation) to test the solution. That was improved and iterated a few times before being developed.
The photos below show myself conducting the tests, the scenarios and tasks provided to the users and my colleagues in the observers' room.
