As User Experience Lead at Energy Australia, I led end-to-end UX strategy, research, design, and optimisation across some of the organisation’s most impactful digital products.
My work spanned mobile app experiences, website enhancements, customer dashboards, product launches and major research initiatives, including a national study with over 3,000+ participants to strengthen product–market fit.
… I really like the idea behind Community Battery. It feels good to save money and support greener ...
My role centred on elevating Energy Australia’s digital customer experience through evidence-based design, continuous UX optimisation, and seamless integration of the Energy Australia Design Language and Design System across platforms.
Domain
Domain:
Energy Sector
Billing and real-time experience
Account management
Areas:
Enterprise B2B2C
Billing & Usage Data
New Product Launches
Omnichannel experience
App and Desktop applications
Skill and Expertise: Competitor research
Usability Audits
Low-Hi Fi prototypes
User interviews and testing
User flows & Empathy maps
Qual and Quan research
Go to market strategy
End to end product experience
1. Community Battery Ease – Award-Winning Product Experience
Community Battery Ease is one of Energy Australia’s most innovative offers, winning the Good Design Award 2025. I led the UX strategy and design improvements for the product experience, including:
– Mapping end-to-end customer journeys from discovery to onboarding
– Conducting customer testing (moderated and unmoderated)
– Running heuristic evaluations across the digital experience
– Redesigning the product page to improve comprehension and reduce cognitive load
– Identifying critical friction points from customer feedback and dashboards
– Recommending improvements aligned with competitor and market analysis
The updated design significantly improved clarity, reduced customer confusion around billing and battery usage, and set foundations for future product iterations.
2. EA App – Digital Experience Enhancements
I provided UX leadership across key components of the Energy Australia mobile app, ensuring consistency, accessibility and alignment with the EA design system.
Highlights include:
– Improving navigation, usage visualisations and dashboard interactions
– Refining app journeys for Community Battery Ease and Battery Ease customers
– Identifying gaps in live data, usage insights, accessibility and account management
– Running heuristic evaluations to benchmark the app experience against competitor utilities
– Translating customer feedback into prioritised UX backlog items
These improvements contributed to a more intuitive, accessible and unified mobile experience.
3. Battery Ease & EV Night Boost – Product Experience Design
I led UX research, value proposition validation and UI enhancements for two major Energy Australia products:
Battery Ease
– Synthesised customer insights from surveys and support interactions
– Identified key pain points such as lack of usage visibility and dashboard friction
– Improved product discoverability and comprehension through clearer content, flow design and visual hierarchy
EV Night Boost
– Conducted competitor scan and user research to refine the night-charging proposition
– Designed improved signup, education and usage journeys
– Supported GTM content optimisation for campaigns and landing pages
4. Customer Dashboard Optimisation
I redesigned multiple dashboard experiences to help customers track usage, billing, data, battery performance and solar insights.
Key outcomes:
– Improved data visualisation accessibility
– Enhanced clarity around billing, cost breakdowns and benefits
– Introduced clearer pathways for support, plan details and feedback
– Reduced cognitive load across mobile and desktop screens
5. Large-Scale Research – 3,000+ Participant Study
In collaboration with Symplicit, I directed a wide-scale quantitative study with over 3,000 participants to strengthen Energy Australia’s product value propositions.
This work included:
– Survey design, analysis and insight synthesis
– Identifying customer attitudes, pricing sensitivities and feature expectations
– Recommending product and experience improvements across the portfolio
This research continues to inform Energy Australia’s strategic roadmap for customer-centric innovation.
Research & Methods
– UX measurement and heuristic evaluations
– Customer journey mapping and user flows
– Moderated and unmoderated usability testing
– Large-scale quant studies
– Market and competitor analysis
– Design system integration and governance
– Accessibility standards (WCAG)
– Stakeholder workshops and cross-functional collaboration
- Allowing customers to notify stores of their impending arrival via a URL sent through SMS.
- Notifying store team members, via the PDT app, about customer arrivals.
- Implementing ‘quiet hours’ for SMS notifications, respecting customer preferences and optimizing communication timing.
Across these initiatives, my work led to measurable improvements in customer comprehension, conversion, and digital experience quality. Key results include:
– Improved product clarity and reduced support calls across Community Battery Ease
– Elevated design system adoption across mobile and web platforms
– Stronger product–market fit validated through large-scale research
– Enhanced UX maturity through continuous backlog management and design governance
– Award-winning product experiences contributing to Energy Australia’s Good Design Award 2025 recognition
My time as UX Lead at Energy Australia has been defined by strategic influence, deep research capability, design system leadership and the ability to translate complex energy concepts into clear, engaging and human-centred digital experiences.
This work now forms a cornerstone of Energy Australia’s digital transformation journey and continues to shape future energy products for households across Australia.