Solar Victoria is responsible for delivering the Victorian Government’s Solar Homes Program, a range of renewable energy programs, including rebates and interest-free loans for home solar panels, batteries and energy efficient hot water systems, to help Victorians save on their energy bills, tackle climate change and build a cleaner, renewable future. These processes are different for each product and involve multiple internal and external stakeholders.
Solar Victoria sought to gain a consolidated view of the customer experience across multiple product and service pathways, to demonstrate the impact and value of a customer-centric approach, achieve organisational alignment and build support for future customer research and service design.
MAKE took a sprint-based approach that combined Human Centred Design and Behaviour Change methods to identify current pain points and opportunities for improvements. We focused on working with internal stakeholders to understand and visualise processes and create shared understanding of processes from an end-to-end customer experience perspective.
Our experience working with MAKE was very positive, bringing strong design expertise and a collaborative approach to working as part of an integrated team at Solar Victoria.
Together we achieved practical journey map outputs and current and future aspirational customer journeys, while also gaining important insights about our customers. We also developed enduring design skills retained in our team as a valuable ongoing capability.
Kate Barnes, Executive Director,Customer and Digital Experience
Solar Victoria, Department of Energy, Environment and Climate Action
This project delivered foundational tools for teams to understand the experience from a customer experience and use in future customer-focused research. These laid the foundations to develop a future state blueprint to consolidate and elevate the customer experience across multiple products and services.
The project delivered:
