Mobile Quote Tool
Energy Australia’s digital sales experience for mobile and tablet helps customers find and obtain an estimate for home energy plans.
Challenge
To make it easy for customers to obtain an estimate for energy plans on the go, and thereby increase customer retention and capture.
Users
Existing and potential customers of Energy Australia searching for better deals for their energy plans.
Role
On behalf of Shine Solutions I was responsible for the UX and UI design consulting directly with Energy Australia stakeholders.
Overview
Energy Australia’s existing quote tool was out of date with poor UX. Poor sales on their digital channels, plus competitive analysis informed them of the need to drastically improve the experience – particularly on the go – for users looking to compare and find plans, and to make it easy to capture and retain customers in this process. They also wanted it to reflect their updated brand.
Working closely with internal product owners at Energy Australia I gathered requirements, clarified users and their motivations, and analysed to identify key features. I moved quickly through user flows to wireframes (interspersed with regular stakeholder feedback) to the application of Energy Australia’s brand to the product UI.
Clarifying Purpose
The first screen needed to clarify the user’s enquiry type, as the estimate tool we created was focussed on residential customers looking for new plans. Postcode was essential to provide a relevant estimate.
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Clarifying Purpose
The first screen needed to clarify the user’s enquiry type, as the estimate tool we created was focussed on residential customers looking for new plans. Postcode was essential to provide a relevant estimate.
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Capturing Requirements
A progress bar showed users where they were and what to expect next. The initial estimate screen captured location, usage and type of energy required, with a handy ‘average’ for services to give the user a starting point.
Comparing Plans
This stage allowed customers to compare plans – determined by location, usage and requirements. Their selections were saved temporarily in a drawer at the bottom of the screen for quick reference.
Comparing Plans
This stage allowed customers to compare plans – determined by location, usage and requirements. Their selections were saved temporarily in a drawer at the bottom of the screen for quick reference.
Accepting the Quote
Having chosen plans, users were guided through essential information for sign-up to finalise the quote. It was made clear to users continuing from here that they were now agreeing to sign up for the plan they had chosen.
Confirmation
Here customers received an in depth breakdown of their plan rates, discounts and a clear flow of what to expect next.
Confirmation
Here customers received an in depth breakdown of their plan rates, discounts and a clear flow of what to expect next.
The Outcome
The mobile quote tool won the Australian Mobile Awards 2013’s Industry Award in the Sales Force category.
