The Australian Energy Regulator (AER) manages an energy price comparison tool www.energymadeeasy.gov.au. It delivers independent comparisons for all markets except Victoria. Was it meeting customer needs?
With electricity and gas prices soaring, Australians need to find the best deals. AER needed to understand if their comparison tool was delivering on its promise to guide Australians credibly.
Through 360degree design, Bastion Latitude delivered comprehensive consumer understanding. The research covered all AER markets and Victoria (as benchmark), B2C and B2B. We established engagement with comparison tools to save on energy prices. We also undertook extensive research and a UX evaluation of the current site to uncover communication needs.
15-minute quantitative market survey of n=2,036
32 usability tests and a 5-minute UX survey of n=326
6 weeks of online communities
“Energy is a significant cost for many households and small businesses and chances are if you haven’t switched energy providers in some time, or if you are still on a standing offer, you are paying more for electricity or gas than you need to,” AER Chair Paula Conboy