Customer Experience

Building a one stop portal to manage utility accounts and payments

About the company

WINconnect is a utility provider targeting residential customers to deliver a full portfolio of utility services ranging from electricity, gas, solar as well as storage solutions. WINconnect hold electricity retail authorisations in both Victoria and under the National Energy Customer Framework.

Problem Statement

How might we create a one stop portal that helps end customers manage their energy account and payments with WINconnect?


User research

User Personas

Competitor Analysis

Journey mapping (current and future state)

Feature Prioritisation

Site Mapping

Prototyping (Mid and High fidelity)

Usability/user testing

Architecture Design

User Stories


Build Testing

Quality Assurance






WINconnect customers did not have any digital option to interact with Winconnect and therefore no opportunity to self manage their utility accounts without the need to call the Customer Service Representatives to check usage, update/change payment method or receive their bills via email or post.


The proposed mobile enabled web based solution provides WINconnect with a new/digital service channel that allows its customers to interact digitally to view their usage, view and pay their bill or ask questions via live chat. It provides customers an enhanced experience to do business with WINconnect that is easy, simple and fast without having the need to call the Customer Service Representatives. For WINconnect, it eases pressure on the customer service team and provide the team more time to deal with more complex/value add customer queries.


Accessing usage and bills with ease

Customers can access their usage and bills, helping them manage their accounts at any point of time.

Receiving alerts and notifications

Instant alerts and notifications are generated to keep the customer informed of any planned or unplanned outages.

Managing multiple service addresses

Customers are able to manage their utilities for multiple service addresses under one user account details


16,653 customers

Total number of customers registered on the portal to-date


Of customer registered within first 4 months of Go-Live

“The experience with Bourne Digital is always collaborative, with a feel of one team and full transparency. They tackled our new customer portal with skill and energy, delivering on time and bringing deep digital design and technical expertise.”

Mark Franklin
Program Manager, WINconnect Pty Ltd

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