Oltiva Utilties
Project Overview
Over the course of ten months, our team redesigned the existing Oltiva site into a responsive website and a mobile application to enable self service functionality.
*Confidential details and information have been omitted.
Length of project 10 months
Role UX Designer
Tools used Axure RP, Mural, Adobe Illustrator, Sticky notes, Pen & paper.
RESEARCH
Workshops
We held numerous workshops where the business communications their view of important customer actions on the site. This provided us with great insight into what needed to be surfaced.
Card sort
The card sort activity provided insight into how customers perceive and organize new and existing website content. In no particular order, we gave the customers functional areas of the website in no particular order to see how they grouped the information. This allowed us to move forward in creating the information architecture of the navigation.
Design Direction Test
First impression testing confirmed whether the visual design of the home page communicated the desired brand values while effectively serving the primary tasks. We sent out an online survey through Optimal and let customers choose between two styles.
Flows & Wireframes
Since there were already business requirements laid out, we first created flows in order to visually represent the order of the wireframes in each functional area. Only then did we actually create the wireframe in Axure to present to the clients. I personally took on the following functional areas: Home page, My Account, Outages, Billing & Payments, Preferences, Notifications, and Reconnect for Residential and Business customers.
Usability Testing
Over the course of two months, our team ran four tests with over forty participants - both residential and business customers to test the flow of the website on desktop and the mobile app.
We ran users through a script that asked them to do certain tasks on a clickable prototype, testing the functionality of the site and app.
