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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Positive Partnerships
Positive Partnerships is a national project funded by the Australian government and delivered by Autism Spectrum Australia. They work with Australian schools, communities and families to deliver free resources, workshops and online learning related to autism. This evidence-based content helps Positive Partnerships inform families and make a real difference in the lives of young people with autism.
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DeafNav
Deafnav is a centralised portal helping Australians better understand, access and connect with the deaf and hard of hearing community. It provides resources, support and services designed to improve the quality of life for people in the deaf and hard of hearing communities, as well as their families.
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Sparkways
Sparkways is the new name for longstanding non-profit TRY Australia. Its services are focused on three key areas: childcare and kindergartens, mentoring for youth, and social enterprise. The organisation’s goal is to create foundations for thriving communities by supporting Victoria’s children and young people.
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Expression Australia
Expression Australia (EA), formerly known as VicDeaf, is a not-for-profit organisation and ambassador of Deaf culture and Auslan. Created by and for the Deaf community, EA proudly upholds social accessibility by using both Auslan and English to create a bilingual and bicultural workplace.
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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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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.