A CX/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 recommended the chosen tech stack and were implementing the change
the customer connections team - responsible for the relationship the business has with connections customers, including large industry contracts.
Making an enterprise workflow management platform suitable for both internal and external users
One of the key project constraints was the use of the software Pega.
This platform had been chosen for its ability to handle workflow management process between many parties. It accommodated key functionality: saving changes offline, document upload, payments, clear accountability at each step for who responsible for moving the project forward.
It was a great choice for these users but was meant to be used internally by teams and did not have a customer facing look and feel. Customisation was certainly possible, but at a price.
My task was to customise OOTB UI patterns to be appropriate for B2B and B2C.
I achieved this doing the following:
Prioritisation with key stakeholders: Acting as the go-between, translating impact and effort of customisation, as well as advising from a UX best practice POV.
Simple, minimal, common B2C design patterns: I used telco, banking and government service portals as references for easy-to-use solutions that on the back-end facilitated complex processes.
Constant collaboration with the tech team: To understand how components I designed might be implemented, identifying easier to execute alternatives that achieved the same outcomes.
Achieving desirability and feasibility through iteration
“I had the pleasure of working with Cait, and she’s an excellent UX designer. She handled demanding stakeholders across multiple pieces of work with skill, always keeping things on track while delivering high-quality results.”
— Patrick Kong, IT Business Analyst @ Endeavour EnergyMore like this
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