TasWater H2GO
An award-winning service app for a statewide water utility in 2020.
Timeframe: 1st phase: 4 weeks + 2nd phase: 4 weeks
Role: UX and UI designer
Client
TasWater is Tasmania's water and sewage utility and it's owned by Tasmania Local Government.
Problem statement
TasWater legacy work management app was causing major issues for their internal operations.
Due to the complexity and limitations of the app, field workers struggled to manage their daily tasks, leading to frustration, stress, and inefficiency in their daily operations. This also made it difficult for TasWater to track fieldwork.
As a result, this led to decreased productivity and created significant communication challenges within the company, directly impacting overall efficiency.
My core responsibilities
Stakeholder management, UX strategy, research, UX and UI design, logo design, user testing, QA testing
* All interviews and workshops were conducted in-person.
Unreliable mobile reception
Unclear data upload status, especially underground, led to uncertainty and frustration.
Inefficient data entry
Unnecessary steps to log a job.
Complex navigation
Time-consuming process to find job details.
Inconsistent design
Different design patterns across the app caused confusion.
Poor legibility
Challenging readability in outdoor lighting conditions, due to low colour contrast and small text size.
The key issues highlighted in the user research interview
Key impact
Efficiency of accessing job details
From 6 clicks to 1
Fieldwork tracking accuracy,
increased to
95%
User satisfaction score
85%
By prioritising user needs and simplifying processes, the new app has enabled field workers to plan their daily tasks more efficiently, significantly improving their productivity.
Quick overview
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Stakeholder workshops
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User focus group interview
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User 1 on 1 interviews
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Secondary research
Discover
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Persona
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User flows
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Business process flows
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Journey map
Define
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Wireframe (low fi)
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Presentation to users and stakeholders
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Design voting sessions with users
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Further research
Develop
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Prototypes (hi-fi)
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Rounds of user testing (A/B testing)
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Rounds of iteration
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Design system
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Brainstorm with developers
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QA testing
Deliver
found the new app is
well designed
80%
found the new app is
more efficient and easier to navigate
85%
Focus group feedback after 6 months
TasICT Excellence Award Winners 2020
The H2GO mobile application has won the 2020 TasICT Excellence Award for Best Project / Project Management.
Listen to the podcast about this project
What makes this project special?
With a team of just three, we're incredibly proud of this project!
This is my very first start to finish Experience Design (UX) project. From user research to design, usability testing to quality assurance (QA) testing. I enjoyed every second of it.
Hearing feedback like ‘easy to use’ and ‘save time’ from the end-users means a lot to me as a designer.
I am so lucky to be part of this cool project. Huge thanks to my superstar Project Manager, Damo, who taught me a lot, especially how to be a great (and brave) consultant, and the coding whiz, Kranz who taught me how to work with a 'platform-first approach' during development.
Delivering a field service app for a statewide water utility that serves over 470,000 people, all under a tight deadline was a huge achievement for our small team.
