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Revolutionizing the efficiency of iO Energy's internal dashboard.
iO Energy is an Australian energy provider

iO Energy employees feel discontent with their internal dashboard and desire a way to organise & analyse large amounts of customer data effectively. The existing platform does not provide an intuitive experience, resulting in inefficient workflows.

This project aimed to improve stakeholder understanding of operational performance, reduce friction in internal data, and optimise productivity, through a streamlined user interface. I worked closely with the CEOs and Co-Founders to ensure the design met their needs and exceeded user expectations.

My responsibilities

  • User qualitative research (Heuristic evaluation, competitive analysis, 1:1 interviews)

  • Created various UX artifacts such as affinity, empathy and journey maps, personas, wireframes, and  prototype

  • Created personas based on the mentioned research activities and discovered key insights

  • Designed and maintained a foundation of the design system (following brand identity guidelines using Figma)

  • Presented a high-fidelity interactive prototype to stakeholders during the usability testing, showcasing the user interface design and gathering valuable feedback for further improvements.

Challenges

  • A limited number of staff to interview- Unable to conduct quantitative research

  • A large amount of business data- Prioritised pages were delivered, as advised by the client

  • Limited time frame for delivery- 6 weeks.

The current experience
Main screens

“The lack of visibility into customer prompts the need for the dashboard issues” Luke, Co-founder and CEO

“cluttered interface

Luke, Co-founder and CEO

“The ticketing system to be functional and transparent”

Rob, Co-founder and CEO

Pain points

A read-only tool

Lack of interaction.

Navigation

A significant issue when observing the users. 

Transparency

A big theme across all areas. Users want control over what data they see and can dive deeper to see more information. 

Ticketing & Tracking

Tracking tasks and progress is not possible! Users want to use data to solve customer issues. 

Flagging system

No flagging system for unusual errors or things that might need investigating.

Consistency & Standards

  • The design grid system is not utilised; repeating information blocks throughout the dashboard overwhelms the interface

  • No clear information hierarchy 

  • The colour contrast- Difficult to read.

I wanted to

Improve the dashboard by providing the user customer data in one place and tailored to their roles

Enhance the dashboard functionality so users can prioritise, resolve tasks and manage deadlines more effectively

Ensure the dashboard provides greater visibility into a customer's history and potential so we can have a better understanding and detect issues easier and earlier

Improve the transparency and prioritisation of tickets across staff members. 

The solution

Focusing on five subjects. To ensure its effectiveness, three rounds of usability testing were conducted. The tests involved the Sales & Customer Relations Manager, CEOs, and Co-founders, who were given tasks and asked questions to evaluate whether the intended objectives for the dashboard were successfully met. 

1. Overview

An overview of the most critical information for the users. Each box provides relevant information and takes the user to the desired context. 

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Highlights

1. Straightforward navigation and a search bar run across the dashboard so users can easily search for customers on any page.

2. time warp- to see historical customer data for easy comparison and analysis.

2. Onboarding

Users see whether customers are facing any customer issues.  We kept the function similar to 'Power BI' because our user research showed this was their most used page, and they wouldn’t want any changes to the Onboarding page.

Onboarding Final

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Highlights

1. Onboarding information is displayed up the top to make it easily viewable and filterable (able to click n multiple filters simultaneously).

2. Multiple statuses icons display as status tags to denote more than one issue in some cases and icons to show multi-site customers

3. Oboarding delays table- Users can quickly generate a ticket for a customer or view a  snapshot of the ticket already raised. 

3. Customers information

1. Customers database 2. Customer overview  3. Customer account

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Customer Database

Contains all the information our user needs before contacting a customer. 

Highlights

1. Shown all the customers in the company. You can click the name or the account number to go to a customer's page.

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Customer overview

For users to be able to see an overview of all of their accounts, with filters for easy access to information 

Highlights

1. Switch between accounts- 

  • At the top of the page for ease of access

  • There are icons to display the different account types visually. 

2. A clear sign regarding the invoices' status

3. Ticket History- collapsable to focus on information.

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Customer account 

Highlights

1. Generate tickets from the customer page, providing prefilled information relevant to the customer

2. Customer history- A timeline feature.

4. Ticket information

Detailed information and history about ticketed customer issues. Helpful for ongoing problems that require more context than Power BI can display. 

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Highlights

1. Internal correspondence - At the top for immediate, visible, and current status. Users mentioned that a way to show the most recent and high-level keynotes about a ticket was significant

2. Users can view ticket status and urgency rating.

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Highlights

1. Users can easily mark tickets as completed after they are addressed'  

2. 'completed' status banner

A clear indicator that a ticket has been completed once marked as complete. Tickets show a green “completed” status banner, front and center. 

5. Billing

Debtors information. Like the other tables, you can click on a customer's name to see more details, such as a breakdown of the due invoices.

Style guide

The style guide utilized on the iO Energy internal background has been centred around a neutral palette, consisting of a white and grey background, to facilitate the emphasis and capture of the user's attention by other elements, such as graphs and interactive features. Consistency has been maintained through the preservation of the iO font. Additionally, icons with a "fun" feel have been selected to incorporate personality and playfulness into the website, thereby creating a more engaging and memorable user experience.

Outcome

iO Energy's new internal dashboard increased ease of use by 20% due to improved visualisation and flow

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