Western Water provides services in an area with major suburban growth, anticipating a growing demand for services in the near future (3X customer growth and 50% increase in new connection applications). The organisation aims to improve processes and address the cost to serve customers and cost in employee time.
Western Water Connect is an Online Self-Service Portal where customers can access a range of streamlined services 24/7, such as New Service Connections, Property Service Plans, and Information Statements.
As the lead UX UI designer for this project, I assisted the business in identifying and addressing issues with existing business processes, application processing times, manual input and the service landscape including system integrations.
I designed the interface, developed a system style guide and produced visual assets to move into production.
The project was delivered in agile sprints, throughout which I worked with our developers providing guidance and managing client feedback.
Process
- User research, UX workshops
- Information architecture
- Stakeholder Management
- Business Analysis
- Services and processes mapping
- Analysis and mapping of offline services, external actors, and integrations with internal and external systems
- Interactive prototype of the entire solution, used by stakeholders for design feedback and by developers for user story references
- User interface, interaction design and production of assets
Outcomes
- Reduction in average processing times for new connection requests from 3+ days to less than 1 day
- Steep reduction of manual processing of applications, customer payments, handling of payments and related tasks which reduced employee time cost and improved user experience.
- Worked with the business to visualise user workflows, refine and scope business requirements
- A clickable prototype of the portal was developed to visualise the solution, validate business requirements, screen flows, integrations with other systems and speed up the iteration process.
- Design style guide documenting the interface and design specifications
- User interface designs including desktop and mobile views
- Provided visual assets to developers and assisted in User Acceptance testing
