Process

Product

Ausnet Services ~ Melbourne

            As part of a core consulting team, we worked alongside our key stakeholders to help this organisation uncover and explore the problems they are facing with connecting their renewable energy customers to the grid - from large wholesalers to small residential generators.

I led the research aspect of this 4 week discovery - uncovering the goals, needs and problems that the various internal teams and external customer segments were faced with. This research led to the development of customer journeys and service blueprints. These helped the business to understand the areas with the most friction and we formed design challenges, hypotheses and uncovered opportunities that we prioritised, ideated on and developed design solutions and recommendations for.

I rapidly turned this research into prototypes that were tested with users (customers, installers, and retailers) to validate our hypotheses. I fed this into our product strategy for the next 12 months - breaking down features into epics and a roadmap that worked within the technical and business constraints
               
Following on from the initial discovery engagement, I returned to deliver one of the key recommendations we had previously made.

Under my lead, my colleagues and I created new, user specific experiences to help different customer segments find the information they need and better understand the company’s processes, timelines and costs - reducing the load on call centres, wait times and incorrect applications. This involved initial user research to further uncover what people needed to understand and when.

We then designed the website content, working iteratively to validate and update it as we went, taking in to consideration business and regulatory requirements.

We brought our human-centred design techniques and lean product methodology to the organisation and taught them new ways of working so that they can continue to manage the website and to adapt the product as needed – always with the customer front of mind.