Ausgrid | Revolutionising a complex online reporting experience

Deconstructing the current multi-platform reporting form, applying design thinking and human-centred design to create a seamless, unified reporting experience.

Multiple iterations of the to-be user journey were produced, starting in Miro with final versions created in Figma alongside Lo-fi Wireframes.

Project: Ausgrid Reporting Forms

My Role: Senior UX Designer

Expertise: User Journey Mapping, Rapid Ideation, Workshop Facilitation, Prototyping, UI Design, Competitor Analysis & Benchmarking, UX Audit, Design Presentation.

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Overview

The online reporting forms are a critical channel for Ausgrid to be alerted to urgent and high priority issues relating to their assets and equipment. The new solution would not only merge over seven different reporting forms, some which were on separate platforms, it would provide the end user with an efficient, accessible and intuitive experience to easily report an issue.

Following a UX audit of the forms and competitor research, an in-person workshop was held with the Ausgrid stakeholders to document all user pain points and group these into themes.

User Journey Mapping

Essential to producing a solution that addressed key user pain points and fulfilled the outlined business requirements was the process of User Journey Mapping, both the current and proposed journeys. One of the core requirements was to unify multiple reporting flows into one seamless experience, intuitively stepping the user through a digital 'Decision Tree,' to successfully submit their report.

Shown above are two iterations of the to-be user journey, the first in the lowest fidelity, followed by a second iteration which better illustrated reporting form phases and flows, both produced in Miro.

As the proposed User Journey Map was refined and overlayed with research and business requirements, there were some remaining areas still to be addressed. Once the user answered a series of questions in the reporting form flow, they may then be required to search and locate the associated Ausgrid asset on a map.

Leading the facilitation of further in-person workshops, I focused these sessions on ideating for the more complex steps of the reporting flow, exploring solutions to best support the user to interact with the map. These highly collaborative workshops effectively brought all stakeholders to a decision on any remaining requirements to be addressed in the designs.

Facilitating in-person workshops with the client effectively aligned key stakeholders on the proposed solutions.

Mid-fidelity Wireframes

Once the proposed User Journey Map was finalised in Figma, wireframes for the reporting form steps were produced and iterated through gathering the client's feedback. High fidelity designs were then produced and presented to the client.

Mid-fidelity wireframes were produced and played a key role to support the client in visualising the steps of what would evolve into the reporting form design. Feedback was gathered via Figma and implemented as part of multiple rounds of design iterations.

Next steps

Following the presentation of the high-fidelity reporting form designs to the client, the interactive prototype is being finalised and prepared for a first round of moderated usability testing. Results from testing will then be reviewed and presented to the client alongside the recommended design iterations.

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For any questions regarding this project or any of my other work, please do not hesitate to get in contact.​