WOL | Energy Australia

Energy Australia is one of the top providers of energy in Australia. A big challenge for utility companies with the influx of providers, is customer retention. Increased competition has meant that there is an even bigger imperative for good customer service in the energy supply sector, with big competitors such as AGL, Origin, PowerDirect and Red Energy poaching each other's customers regularly. To reduce churn, Energy Australia (EA) wanted to know the biggest reasons customers leave an energy supplier, and the things that make them stay.

See it live at: energyaustralia.com.au

UX/UI Lead

In it's efforts to improve customer loyalty, Energy Australia undertook research on its customer behaviours throughout their membership lifecycle. This project was outsourced to my team who undertook research, analysis and the presentation of this customer journey.

  • Role & Responsibilities:
  • Project scoping and finalizing briefs
  • Driving & planning UX research in collaboration with Energy Australia Stakeholders
  • Facilitating and/or note-taking interview sessions with users
  • Running debriefing and analysis sessions with Energy Australia team
  • Final visual design of user journey
  • Presentation of final insights & experience recommendations from research to EA stakeholders
  • Outcomes & Achievements:
  • Worked with EA customer service and product staff to map out their customer lifecycle and support research recruitment
  • Provided EA with a clearly presented picture of their customers' experiences across their full energy utilisation lifecycle.
  • The format allowed customer advocacy to communicate more effectively across business departments that brought better alignment in project prioritisation over the following quarters.
  • Through the map, we were able to make some solid recommendations on service and process improvements to address their high churn rates, - improving their retention.

Projects & Details

Intiative

Illustrations

Here'a page on some of the small details to bring this message alive for stakeholders.

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