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UX DESIGN | Citipower and Powercor australia 

Client: CitiPower and Powercor are Victoria’s largest electricity suppliers, and one of the largest electricity distribution network of Australia. They own and manage the transmission infrastructure (poles and wires) that deliver electricity to over 1.1 million residential and commercial customers across Victoria. They are responsible for the quality and reliability of electricity delivered to customers within these two networks.

Brief: CitiPower and Powercor were seeking to improve business productivity by automating two key corporate processes – new vendor requests and authority to access network requests. The aim was to:

  • Simplify and standardise the approval process and design SAP Fiori / Ui5 apps to digitise end to end process by replacing existing paper based forms.

  • Internal users should able to apply, review, update and approve Vendor request and Authority to access network requests via app.

  • UX design must follow SAP Fiori's design guidelines to maximise the re-use and for consistent and superior User Experience.

My Role:

As a UX Designer, responsible for the end-to-end design process, from planning and conducting Design thinking workshops with stakeholder and users, Affinity Mapping, Ideation, Paper and Hi-Fi Interactive prototypes to testing and final solution walk through to the stakeholders, users and developers. I have:

  • Conducted design workshops with stakeholders and end users

  • Mapped current and future process flows

  • Designed and conducted Research

  • Synthesised the results / outcome

  • Defined the problem

  • Developed the Persona

  • Created low fidelity paper prototypes

  • Built Hi-Fi, Interactive prototype (using Sketch / Invision)

  • Iterated and designed a MLP

THE PROCESS:

DISCOVER > Design > TEST > Iterate

Discovery & Research: 

Stakeholder and User Interviews and Design thinking workshops to understand and identify:

  • Current (as-is) Process

  • Future (to-be) Process

  • Key pain points, user requirements and goals

  • Data requirements

  • How Might We (HMW)

  • Scope / quantum of work

Key findings and insight:

  • Only for Internal users

  • Entirely Paper based process

  • Manual data entry (no referential data integrity) and time consuming

  • Multi-level, cascading approval process involving different departments

  • Manual handling of application file from one department to another

  • Repeated paper work (filling up same data twice)

  • Manual scan and email

  • Lack of visibility and transparency for audit or compliance (no work-in-progress status or notifications if application is rejected or approved)

Data syntHesIs & AFFINITY MAPPING:

Based on the stakeholder and user Interviews, and analysis of their current pain points, user requirements and goals, synthesised the data to find patterns and themes. Established persona and identified major pain points. 

Persona:

PROBLEM STATEMENT:  

Based on the research and data analysis, the problem statements were developed: 

"Tracy needs an easy (user friendly), fast (minimal data entry), seamless and transparent way to apply and track the Authorisation request to access network, for an employee or a contractor"

"Sam needs an easy (user friendly), fast (minimal data entry), seamless and transparent way to apply and track the Vendor request for an employee or a contractor"

SKETCHING and paper prototype

Nothing beats paper prototypes as a simple, quick and easy way to do the user testing, especially when designing human-computer interaction ! Its a quick, flexible and collaborative way to communicate and test the design concepts with a focus on functionality and user flow rather than the colours, fonts and looks.

The key outcomes of testing were:

  1. Unnecessary data elements / information

  2. Redundant data entry

  3. Unclear user flow between "Create" and "Update"

Hi-fi interactive prototype. test. iterate. 

Once we all were happy with the flow (tested on paper prototypes), I started making Hi-Fi Interactive prototype using Sketch (for wire-frames) and Invision. Tested my interactive prototype and refined them based on the user feedback till the design / solution was approved and signed-off by the product owner.  

Solution design:

  • Minimal data entry, use referential data from the back-end SAP system where applicable

  • No duplication of Information (enter once, use many)

  • Automate the multi-level, cascading approval process

  • Total transparency - Status update, notifications for approval / rejection, traceability for audit and compliance

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