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Digital metering app

Yarra Valley Water


Project

How might we

Understand how Yarra Valley Water can best use data from Digital Metering to influence behaviour change around water consumption and improve service delivery.

My role

A lot of research and contextual interviews took place before I started on this project. Great insights were captured and it was my role as a UX designer to work with the agency engaged to develop the app to make sure our insights were taken into consideration. Compromise was sometimes required when balancing business objectives and design. There were limitations with budget, scope and backend capability (how YVW access their data and what data they could currently surface for the app)

I also provided feedback, guidance and governance on the UX/UI components of the app and participated in user testing sessions for the prototypes.



CX approach

How has the team worked together to champion CX, and what effect has this had on the wider business?

CX championed an iterative, customer-centric approach to trial the rollout of digital water meters. Working closely with the Digital Meter Project Team, CX worked together to facilitate research to better understand customers’ desired experiences in relation to the installation of a digital water meter. The outcomes of the research lead to the creation of a set of customer personas, the development of end-to-end future state journeys and the prototype of a digital meter app.

During this project, CX team members focussed on their area of speciality, while working seamlessly as a wider cross-functional team.

This project is still in its infancy, but the research, artefacts (service blueprints, customer personas, journey maps etc) and processes that were developed as part of this work are already having a positive impact. Post implementation research has produced very positive CSAT results, a digital meter app is now available, and the learnings from this project are now being used to redesign other related experiences.

The success of this project has also helped to further embed CXs value across the business.




Service design

Aware and install, happy day scenario (service blueprint example).



Personas

After interviews with our customers, 6 clear personas were identified.


User testing

Summary

Objective

To test the usability of Digital Water Meter prototype.
To test user preference of water data visualisation.

Approach

2 rounds of 6 face to face usability testing sessions were conducted with 6 Demographic Types
Testing to provide insights into key feature task completion
Completion of a User Experience Questionnaire (UEQ) to provide a benchmark of user experience.

Key findings

First round testing was successful in most areas with Household preferences and Tips requiring additional design development.
Second round testing of the revised MVP design resulted in a very high success rate in the usability of all areas of the application.
The visualisation of the glass was by the more favoured way of representing daily water usage to the user across both sets of user testing.


User testing

Demographics

Round 1

6 participants, 1 of each that fitted the personas of the YVW demographics.



Round 2

6 participants, 1 of each that fitted the personas of the YVW demographics.






Visual design

Preferences

We interviewed 12 participants, 8 of 12 preferred the Glass of Water (significant).

Users preferred the Glass of Water and closely followed by the Water Droplet (4 of 8 the users prefered the glass only prefered it slightly more than the droplet). We concluded that both of these representations were very received and either could be used in the design. .

Comments on the Dam was that it inferred where our water comes from and that it is a finite resource (but users selected the glass/droplet in the end).