Rethinking government support for energy CONSUMERS

Head of Discovery and Design

Scoped research, design, development. Designed the user experience. Guided team through execution of a redesigned tool.

The team included a UX researcher, designer, development team and client-side director and project manager.

A group within the Department of State Development, Business and Innovation in Victoria, Australia, "Energy and Affordability Programs and Services" aimed to build a tool to support Australian consumers in choosing their home and business energy plans. 

A government department in the state of Victoria in Australia that was responsible for energy and water had made assumptions about what customers wanted and the data they had access to when making their decision on an energy plan. They asked for usability testing of a digital tool they had created to serve this purpose.

After a review of the tool, I worked with the client to take a step back and clarify the intent of the tool. Workshops with the client and consumers helped to clarify the need, understand consumer perceptions and behaviors and update the data entry step, user flow, data output and UI design. The result was a new digital tool that supported actual consumer needs and behaviors.

• Increased usage and engagement from consumers
• Client recognized by the state for the innovative solution
• Directly influenced a change in organizational structure, initiating a new Discovery and Design practice.