My Account — Human centred design delivers a transformational customer experience

To solve a human problem

Electricity customers want to understand how their use impacts their bills. They don’t want to become data analysts.

But Ergon Energy Retail’s My Account customer portal provided limited functionality. Which led to limited uptake. And because of the poor user experience, enquiries that could have been answered online were pushing the call centre to capacity.

Client

Ergon Energy

Disciplines
  • Insights & Customer Research
  • Experience Design
  • Brand
  • Advertising
  • Content Creation

We make better things

Convention says learn then test. But design thinking says test then learn. So we used lightweight mockups and interactive prototypes to work with users from day one and iterate our way to a revamped ‘My Account’ experience.

Sure enough, the end product provided vastly improved usability, efficiency of user interaction, and customer satisfaction. And the customer-centric design approach flowed straight into an effective campaign to boost uptake among existing and new customers.

And make things better

The portal was made better to make customers lives better. In the process, we made Ergon’s life easier.

15%increase in user registrations
👍Increase in customer satisfaction
☎️Significant reduction in calls to call centre

Collaborate. Ideate. Activate.

23 Kyabra St, Newstead, Qld 4006, Brisbane Australia

Brisbane based Khemistry is part of Asia-Pacific-wide marketing and technology group, GrowthOps. Together, we can help your organisation build and launch transformational products, acquire and retain new customers, and boost capability and performance.