WINconnect
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?
Services
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
Build Testing
Quality Assurance
Technology
Next.js
React
AWS
Challenge
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.
Solution
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.
Outcome
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
Impact
16,653 customers
Total number of customers registered on the portal to-date
23%
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.”
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