Energy And Water Ombudsman Victoria
EWOV (Energy And Water Ombudsman Victoria) is a not-for-profit ombudsman that seeks to resolve energy and water complaints in Victoria. As an independent dispute resolution service, EWOV aims to provide Victorian customers a sense of control and satisfaction with free, accessible, informal and fast dispute resolution.
The misunderstanding of core services
The challenge for EWOV was two-fold. firstly, confusion related to the role of ombudsman made conveying the services of EWOV difficult. Secondly, EWOV’s dispute resolution processes – its core service – was difficult to navigate and time-consuming.
Streamlining and expediting dispute resolution
EWOV wanted a website that worked like a self-service consumer portal – but to make this happen, we had to figure out how it could better provide information to users, as well as streamline its key service:
Dispute resolution, to do this, we first conducted SEO keyword research to identify consumer-friendly topics related to energy, water and gas issues.
Next, we restructured the website to help consumers self-identify issues before they needed to submit a complaint. We then redesigned the complaint form to reduce its complexity, making it easier to complete quickly while still verifying the same important information.
Part of this process involved usability testing with consumers from different age groups. Testing the prototype would help ensure the final product worked as planned.
Better user outcomes in half the time
The redesign of the website has improved user experience dramatically. By simplifying the existing complaint form enables users to lodge their complaints in half the time.
Our consumer-first SEO strategy is helping users quickly find pages relevant to their needs. Energy and water companies can also access critical data and reports more easily.
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Alannah and Madeline Foundation
The Alannah & Madeline Foundation helps to keep children and young people free from violence and trauma. Various challenges with the Foundation’s digital ecosystem impacted their capacity to meet their community’s needs. We were engaged to transform that environment and empower AMF to achieve their organisational objectives.
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Autism Spectrum Australia
Autism Spectrum Australia (Aspect) is Australia’s largest national service provider for people on the autism spectrum.
It oversees one of the largest autism-specific school programs in the world and offers support and evidence-informed solutions designed to improve the lives of people on the autism spectrum and their families.
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MacKillop Family Services
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DeafNav
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Legal Practitioners Liability Committee
Legal Practitioners Liability Committee (LPLC) is the professional indemnity insurer to Victorian legal practices and national law firms. Across Victoria and Australia, it insures more than 20,000 solicitors and barristers.
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KU Children's Services
KU is one of Australia’s largest providers of preschool, childcare, and early education services. A proud non-profit, KU delivers, supports, and leads high-quality inclusive play-based learning programs across 150 centres nationwide. By developing courses for early childhood teachers, educators and practitioners, KU fosters growth, empowers teachers, and enables children to become the creators, thinkers, and doers of today and tomorrow.