SA Power Networks is committed to maintaining South Australia’s power distribution network, and providing high levels of service, reliability, safety and efficiency.

As part of an overarching customer engagement strategy, SA Power Networks needed to innovate their digital presence to help with their positioning as a progressive and innovative organisation committed to sustainable solutions for the future, as well as a trusted advisor that is empowering South Australian families, businesses and industry to make informed energy choices.

The challenge

SA Power Networks identified the need to overhaul their online presence in order to better serve their customers across South Australia.

When the power goes out, the SA Power Networks website is the first point of call for thousands of South Australians. Their website needs to be organised intuitively for users to find up to date outage information quickly, reducing the number of calls to the SA Power Networks call centre.

The user experience for their website is of paramount importance, along with ensuring Web Content Accessibility Guidelines (WCAG) 2.0 compliance.

The UX Strategy

In order to build the best online experience to help users easily find the information they need, we conducted a number of internal workshops and multiple rounds of user testing to uncover insights about the way SA Power Networks key users group and classify information.

Card sorting, tree testing and one-on-one user testing interviews were conducted in our in-house User Testing Lab, with a viewing platform available for the SA Power Networks team to observe the tests in real time.

SA Power Networks Outage Map

UX methodology

Information Architecture (IA) Testing

The SA Power Networks website required a substantial overhaul of the grouping and labelling of content. We used a range of Information Architecture user testing methods to determine the most effective sitemap structure and labelling convention. This testing allowed us to determine if users could find the right information and complete their required tasks on the website.

 

Moderated User Concept Testing 

During the UX Strategy Workshops, the combined SA Power Networks and atomix project team developed a variety of ideas to solve key customer challenges and goals. These ideas were transformed into usable prototypes and tested in moderated, one-on-one sessions to understand to what extent users understood the feature, if they knew how to use it, and if it was, in fact, useful to help them complete their task.

The outcome

The redeveloped SA Power Networks website allows users to find the right information quickly and easily in times of need.

The extensive user testing conducted on prototypes and various iterations of the information architecture allowed us to organise and label information in an intuitive, natural way for users. When South Australians need access to information about their power supply, they can find it online quickly and easily.

 

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