Introduction
In 2024, I led the UX efforts for Yarra Valley Water’s Leak Alerts module, collaborating closely with a CX Designer and a Content Writer. This project aimed to leverage digital meter technology to provide customers with timely leak notifications. Our work addressed critical objectives such as cost savings, regulatory compliance, and environmental conservation.
Objective
The goal was to create a user-centred system to:
Notify customers about potential leaks quickly, reducing repair costs and water wastage.
Ensure compliance with regulations requiring timely landlord notifications for renter properties.
Support broader sustainability efforts by conserving water.
Challenges
Process
Research & Ideation
Conducted research on global utility providers, noting that leak alerts were universally prioritised.
Highlight: Chinese providers dispatched teams immediately upon detecting leaks, inspiring our approach to rapid notifications.
Proposed a multi-tiered notification system (popups, banners, and emails) tailored to user needs and preferences.
Flowchart
Wireframs
Design & Testing
Notifications: Tested various types of notifications with users. Popups emerged as the preferred format for urgent alerts due to their clarity and visibility.
Content: Collaborated with the Content Writer to refine messaging for accuracy, empathy, and actionability.
Visual Elements: Introduced red-highlighted usage graphs to signify high water consumption, a feature well-received during testing.
Testing
Collaboration & Handover
Held regular meetings with developers, sharing Figma prototypes and incorporating feedback on feasibility.
Balanced design priorities with technical constraints, e.g., simplifying popup content to avoid delays from complex integrations.
Key Learnings
