United Utilities
An iOS & Android app designed to help United Utilities customers pays their water bills with ease.
As design lead on this project, my involvement spanned from the initial requirements capture and concept phase, through to UX & UI design, and continues with post-release updates and redesign work.
MY ROLE
Requirements gathering, User story mapping, Prototyping, Wireframing and Visual design
CHALLENGES
A challenging project that involved balancing the client's business needs with creating an app that was functional and user focussed. Throughout the design process, the project requirements continually changed, which meant working in an adaptive, and agile way.
OVERVIEW
THE PROBLEM:
United Utilities customers didn't have an easy and accessible way to input their water meter readings or manage their accounts. All account transactions were managed either over the phone or via the UU website.
THE SOLUTION:
A new app that allows users to easily upload their meter readings, receive notifications and reminders, access information and help and view their full account history. Users can also report leaks in their local area.
TOOLS:
Sketch (wireframing/visual design), Marvel (prototyping), Pen & paper (workshops/storyboarding/user flows), Miro (user flows).
PERSONA
Based on the research found in the discovery period of the project a persona was developed, Lauren Badu. Designing for Lauren helped to informed design decisions, with the end user always in mind.
BIO:
Lauren lives with her young family in the Stockport area of South manchester. She has a husband and two children and works full time. The family home is situated in close proximity to the local amenities and is adjacent to a busy road that frequently undergoes maintenance.
GOALS:
To manage her home life as effortlessly as possible.
To reduce the time spent on household tasks and to spend more time with her family.
FRUSTRATIONS:
Managing tasks like water meter readings is time-consuming.
She doesn't have any clear idea of how to access local information and support.
Paying household bills can be time-consuming.