A product design approach to a large scale digital transformation of a Customer Portal.
A Sydney electricity network provider was undertaking a massive digital transformation of their Customer Portal. I worked on the project in two phases; first as a consultant in the discovery and problem definition phase of the project, and then later in-house in a cross-disciplinary team engaging stakeholders across the business to develop a high fidelity prototype of the end-to-end connections application process.
Re-platforming as an opportunity to be more customer-centred
The Connections Portal services any and all customers wanting to connect to or augment their connection to the electricity grid - from individual members of the public to multi-million dollar development projects. An ageing backend meant re-platforming was required so it was the perfect time to piggy-back on the project and improve the service design and customer experience at the same time.
I worked closely with two stakeholder groups;
the technology team - who were implementing the change
the customer connections team - responsible for the relationship the business has with connections customers, including large industry contracts.
Design and research activities
Phase 1 - Discover & Define
Customer journey mapping with the Customer Connections team to understand the business processes involved
Workshops with different stakeholders across the business - those who are key to delivering the connections service and those impacted most by the solution
User interviews with customers: developers, engineers and other tradespeople, who use the portal throughout a connections application to understand their needs and challenges
Feature ideation and prioritisation workshops with both the technology and Customer Connections teams
Current state E2E service blueprint documenting pain points and opportunities for internal and external actors across all journey stages
Low fidelity wireframes capturing blue sky thinking about the proposed future state
Phase 2 - Develop & Deliver
Future state journey mapping documenting the proposed solution including online and offline touch points
Regular tech feasibility catch ups with the Pega architect to understand the limitations of the platform and costs of design decisions
