Customer Portal
Queensland Urban Utilities
Role
Research and Product Design
About
Queensland Urban Utilities engaged Deloitte Digital to redesign its existing website to serve customers better. A responsive website built on a new content management system vastly improved users' experience and provided Queensland Urban Utilities customers with self-service functionality. See more on the Deloitte Digital website.
I was a part of the team working on Phase 2 of the engagement, to design a digital portal for customers and homeowners to manage their utility accounts online.
Project Lifecycle
Define > Design > User Testing > Iterate > Deliver
My Responsibilities
Requirements gathering and co-facilitation of workshops in the define phase;
Sketching and prototyping during the design phase;
User research through user testing in the validation phase and;
Iterating on the designs before final delivery to the Queensland Urban Utilities stakeholders.
The Team
Nicky Watson (myself) / Research and Product Design
Luciana Albuquerque / Lead Researcher
Paul Ciappara / Lead Product Designer
The Tools
Sketching
Axure
Screen capture and camera software (Skype for business)
The Project
STAGE 1: DEFINE
We undertook a workshop with Queensland Urban Utilities stakeholders to understand better the business’s goals, needs and requirements for the online portal and the UX goals the business was hoping to achieve through their online portal. This activity aligned our understanding and approach to research and design of their new portal.
STAGE 2: DESIGN
After refining and re-prioritising the portal's key features, we undertook competitor analysis and research into best practices in portal designs for property and utility management.
As a design team, we sketched and paper prototyped various designs for the key features and combined the best solutions to prototype for user testing.
STAGE 3: USER TESTING
Users were recruited to test the interactive prototype, where we conducted a cooperative evaluation involving interviews with the users and usability testing of the interactive prototype.
Queensland Urban Utilities stakeholders could attend and view the testing sessions from another room, where we had a camera and screen capture displaying the testing process and user’s actions. This was to take the stakeholders on the design journey.
STAGE 4 & 5: ITERATE & DELIVER
Based on the consolidated findings from the cooperative evaluation, the prototypes were iterated and refined for presentation to the Queensland Urban Utilities stakeholders to provide feedback. The final designs were then developed in the next phase of the project.
Here is a link to the live Queensland Urban Utilities website.
