Lumos fault reporting tool

Project summary

Project summary

CitiPower, Powercor and United Energy implemented an online outage reporting tool in 2021, giving customers a new channel to report problems with power supply at their own property without having to call a contact centre.

In 2023, a major project was initiated to enhance and supplement the existing reporting tool to enable members of the public to report electrical equipment faults and other network-related issues outside of the home.

This involved the creation of an additional 11 report flows, as well as two specific to registered electricians, and required an overhaul to the existing user flows, landing page and navigation experience. A technical rebuild also allowed for the introduction of usability features previously absent from the tool.

My role

As Product Designer, I was responsible for working with product owners, business analysts, delivery leads and the Product team to create and refine customer journeys and user flows, prototypes and wireframes, interface and experience design and related assets.

These resources proved invaluable to the business and Product teams during project requirements and estimations.

User testing

Plans for user testing included:

• Moderated user testing to validate specific feature additions like an interactive map location finder, new landing page experience and comparison of visual media options
• Internal testing with subject matter experts and contact centre representatives to validate copy, perceived approachability by the public, and fit for purpose
• End to end prototype testing and system usability scoring prior to public release

A comprehensive design plan with estimates was also been provided to the business to aid in scoping for the detailed design and development phase.

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