Date: 2024 | Device: Responsive web app, desktop, mobile & tablet | Team: PM, Stakeholders, Tech team
Project overview -
I worked on enhancing the digital experience of a B2C/B2B web application for a water utility company. The platform allows users to easily manage water bills, track consumption, report issues, and access services in one place. The goal was to improve user satisfaction by making the app more convenient, transparent, and user-friendly.
Problem statement -
Users need an intuitive, all-in-one platform to manage key tasks—reporting issues, submitting meter readings, making payments, and handling home moves. Existing processes are often complex and fragmented, leading to frustration and inefficiency.
The goal is to create a streamlined, user-friendly dashboard that simplifies these essential tasks, reduces stress, and provides the necessary tools in a cohesive experience, empowering users to manage their needs quickly and confidently.
The Challenge -
How might we
....design a dashboard that simplifies the process of reporting issues for users, reducing stress and effort?
....create a seamless experience for users to submit meter readings efficiently and accurately through the dashboard?
....enable users to make payments quickly and securely within the dashboard?
....help users manage home moves effortlessly, providing all necessary tools and information in one place?
My role -
I focused on solving key UX challenges by improving the usability and overall experience. Collaborating with UX designers and business analysts, I enhanced the user flow to make it easier for users to manage bills, report issues, and submit meter readings.
I created high-fidelity prototypes that addressed these pain points, ensuring the design provided a seamless, user-friendly solution that met user needs and business objectives.
Overview
Aligning with branding -
Building on the existing design library, I worked to enhance and extend brand-aligned components, ensuring a cohesive visual style that integrates seamlessly with the established brand identity and user experience.
UX solutions -
We explored a user-centred design approach backed by comprehensive market research to identify key pain points and expectations. I then collaborated closely with product managers and stakeholders, and we gained a deep understanding of the business's needs and strategic goals.
This informed the creation of a centralised dashboard that consolidates key tasks like reporting issues, submitting meter readings, making payments, and managing home moves.
By aligning user insights with business objectives, we designed intuitive workflows and clear visual cues to reduce cognitive load and streamline complex processes, ultimately enhancing the overall user experience and meeting stakeholder expectations.
Submit Meter Journey
Users can easily access their water meter readings directly from the dashboard. After submitting, they receive instant confirmation, and the system updates their usage data in real time.
This streamlined process makes it convenient for users to manage their meter readings alongside tasks like viewing bills and tracking water consumption—all in one central location.
Submit meter readings
Moving home journey
The moving home journey is designed to simplify a complex process.
Users can update their service and billing details in just two steps.
Part 1: Notify Us of Your Move
Users start by letting us know they're moving. From the dashboard, they can enter their new address details, and the system will automatically check if we provide service in that location.
Notify us if your move
Part 2: Update Billing Address
Users can easily select this option and confirm the change if they want to move their billing address to the same location.
For those who prefer to keep their billing address separate, the journey allows them to input a different address. In both cases, the process is straightforward and designed to minimize friction, ensuring all updates are made efficiently and reflected immediately in their account.
Update billing address
This two-part approach simplifies a typically complex task, offering users a step-by-step solution.
Make Final Payment
After completing the address updates, users can easily make their final payment from their mobile devices. With a streamlined one-click payment option, users can handle their bills stress-free, anywhere, anytime.
Simply log in, review the details, and confirm the payment—all designed to offer a seamless and convenient experience.
Make a payment