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Project summary
The Bill comparison tool allows energy customers who are looking to switch supplier to upload their utility bills through an intuitive interface. The user is then presented with a personalised rate comparison, highlighting any potential savings and incentivising them to switch.
The simple UI seamlessly guides customers through the journey from awareness to conversion.
My role: UX Lead throughout the project, from workshop facilitation and user research to Interaction Design.
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Service design blueprint
After initial stakeholder immersion sessions, a customer journey was drawn-up, highlighting touch-points encountered along the way. This also uncovered pain- points, opportunities and technical considerations.
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User research
To create user archetypes, potential 'switchers' were recruited and interviewed to gain a deeper insight into their needs, frustrations and motivation to switch. A short survey was also conducted and analysed alongside site analytics, to provide qualitative insight into their behaviour with online tools.
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Customer journey storyboards
The hypothesised design concept was then storyboarded to help visualise the key steps required to provide a seamless service.
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User flows
The user archetypes and storyboards were combined into detailed user flows, highlighting the golden path to achieve the task.
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Design concepts
A variety of potential design solutions were explored to meet business requirements and user needs.
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Prototypes and usability tests
The best solutions were pulled together in Axure as interactive prototypes. These were then tested against the user tasks to determine the preferred solution.
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Optimisation and visual design
The UI was refined to meet user feedback before the brand layer was applied through visual design for final testing prior to build.
Outcome
A market first in the Australian energy sector, the bill analysis tool was successfully launched in 2016, and serves as a key acquisition tool for Momentum.