ROLE

UX Designer and UX Researcher


ABOUT

Queensland Urban Utilities engaged Deloitte Digital to redesign their existing website in order to better service their customers. A responsive website built on a new content management system vastly improved the experience of users and provided Queensland Urban Utilities customers with a range of self service functionality. See more on the Deloitte Digital website.

I was a part of the team working on Phase 2 of the engagement, to design a digital portal for customers and homeowners to manage their utility accounts online.


PROJECT LIFECYCLE

Define  >  Design  >  User Testing  >  Iterate  >  Deliver


MY DELIVERABLES

  • Requirements gathering and co-facilitation of workshops in the define phase;

  • Sketching and prototyping during the design phase;

  • User research through user testing in the validation phase and;

  • Iterating on the designs before final delivery to the Queensland Urban Utilities stakeholders.


DESIGN TEAM

  • Luciana Albuquerque - Lead UX researcher

  • Paul Ciappara - Lead UX designer

  • Nicky Watson (myself) - UX designer


TOOLS

  • Sketching

  • Axure

  • Screen capture and camera software (Skype for business)


STAGE 1:
DEFINE

We undertook a workshop with Queensland Urban Utilities stakeholders, to better understand the business’s goals, needs and requirements for the online portal and the UX goals the business was hoping to achieve through their online portal. This activity was to align our understanding and approach to research and design of their new portal.


STAGE 2:
DESIGN

After refining and re-prioritising the the key features for the portal, we undertook competitor analysis and research into best practices in portal designs for property and utility management.

As a design team, we sketched and paper prototyped various designs for the key features and combined the best solutions to digitally prototype for user testing.


STAGE 3:
USER TESTING

Users were recruited for testing the interactive prototype, where we conducted a cooperative evaluation, involving interviews with the users and usability testing of the interactive prototype.

Queensland Urban Utilities stakeholders were able to attend and view the testing sessions from another room, where we had a camera and screen capture displaying the testing process and user’s actions, this was to take the stakeholders on the design journey.


STAGE 4 & 5:
ITERATE & DELIVER

Based on the consolidated findings from the cooperative evaluation, the prototypes were iterated and refined for presentation to the Queensland Urban Utilities stakeholders to provide feedback. The final designs were then developed in the next phase of the project.

Here is a link to the live Queensland Urban Utilities website.


PROJECT IMAGES