The Australian Competition and Consumer Commission (ACCC) on behalf of the Australian Energy Regulator (AER), commissioned strategic market research and CX consultancy Bastion Insights to conduct a review of Energy Made Easy (EME), their electricity and gas offer comparison tool.
In its quest to redevelop Energy Made Easy, AER needed to more accurately understand user needs and expectations, ensuring it based its new vision, product roadmap and website user experience within a deep understanding of the energy consumer.
Through a multi-disciplined approach including usability testing, workshops, an online community and a survey, we developed insights to inform AER’s planning over the next few years. These insights included a series of personas and journey maps of users, outlining approaches to communications, information and interaction requirements, their behaviours and user experience enablers that would assist in improving the experience when using the Energy Made Easy tool for each persona.
Findings have already fed into a technical feasibility study for the redevelopment of the website, budget reviews and redevelopment of fact sheet templates.
The results have also provided a critical level of context and a benchmark against which to gauge future iterations of the Energy Made Easy tool which can be found at www.energymadeeasy.gov.au