EnergyAustralia | reduce friction, improve clarity
...how might we improve our customers’ confidence in completing the sign up process to an energy plan and insure all our customers are given the best possible experience…
problem | to solve
Examine the key pain points new / existing customers where experiencing in EnergyAustralia’s sales funnel and identify what where symptoms and what where the actual causes. Once diagnosed, designed a seamless checkout experience with a focus on accessibility and transparency.
process | undertaken
- Initial Stakeholder and team meetings
- Competitor landscape analysis
- Competitor feature comparison
- Use-ability audit of current checkout
- Mapping all current user entry points
- User Interviews and testing of current experience
- Refinement of design
- Stakeholder review and finalisation
- Specifications documented
- Developer handover
User flow diagram of new / existing customer experience
outcomes | delivered
Successful endorsement of new sales funnel experience from all relevant business stakeholders, and full design ready for development to begin. A handover document was also developed so existing design team members could continue to develop and refine the current delivered experience.
future | what’s next
Deliver the future experience roadmap, mapping the transition from existing portal to the new experience and also how the sales funnel works for existing customers with in an authenticated environment such as through the mobile app or through their online account.
Checkout wireframes
Confirmation wireframes