NSW Department of Environment and Heritage.
UX research & prototype (AcademyXi).

NSW Department of Environment and Heritage

Did you know that Australian homes feature solar panels at a higher rate than any other country in the world, with a whopping 15% of our roofs supporting them?

A UX design project to connect landlords, low-income tenants, agents and the government in regards to the installation of solar panels and how to improve renters lifestyle and economy with clean energy and to maximise the profit of the landlords through the solar panel system installationā€Šgeneration a win/win situation between all the involved parts.

The project consisted of finding the best way to educate low-income tenants and landlords on the benefits of installing solar panels on their properties. The budget of this installation considered 20.000 homes with the possibility of a partial refund by the government.

As a team, we conducted research, User-Interviews, competitor analysis, affinity and empathy maps, user journeys and finally prototyping and documentation of our outcomes and insights.

My role in the project

We collaborated with the NSW department of heritage. My role was to ideate a possible solution to connect the three primary agents involved in the process, Landlord, Tenant and Installer. Validate the market's potential for a new app-based product. I conducted desktop research, User interviews and Usability testing on prototypes to gather and analyse data to achieve the project objective.


  • I Collaborated with three other UX designers to gather research data via platform research and interviews to explore a wide range of possibilities around the product concept.
  • We Synthesised research data through the use of affinity mapping for insights.
  • We Created a lean persona.
  • We Designed a low-fidelity prototype based on summarised data of platform research, interviews and wireframing.

As a UX team, we got the great opportunity of working with the NSW Department of Environment and Heritage, in a two weeks sprint trying to solve the given problem statement:


"There are many steps required to install a solar system on the private rental property, including many interactions between landlord, tenants, installers and property managers (when involved). To ensure that the appropriate system is installed correctly on the property but also allowed tenants to gain a better understanding of the technology."

Dot-voting system and provided proto-personas.

The Problem

How can we make the whole experience more accessible and less time consuming for all the stakeholders involved in the process?

Empathise

Definition

Ideation

Prototyping

Testing

The Process

We researched as a UX team. This involved analysing the marketing investigation conducted by the Department of Environment and Heritage and everything that we could find online related to solar projects in Australia and overseas. We decided to go with Qual and Quant research. Fortunately, we received a set of proto-personas that helped us a lot to get suitable people to be interviewed.

Low-income tenant Customer Journey.

The Challenge

During the interview process, we encounter that the user sent from the recruitment agency didn't match the profile 100%. Our first thought was to send these people back home, but we were against time, so we decided to interview them finally.

We had a pleasant surprise. We found out that the information that we gathered through these interviews was very relevant to our purpose.

Insights and Sketching process

The solution

A Web App that allows Installers, Tenants and Landlords to communicate and be aware of the installation process through a checklist from the installer indicating all the steps involved and what is going to happen during the installation from start to finish.

The Main findings during the project that led to this solution were that:


  • Tenant didn't feel that they were to involve in the process.
  • They wanted to be consulted on the timing on the time of installation so they could organise their time.
  • They wanted to know if the technician entering their house would take care of the property while doing the installation.

The Web App allows the Tenant to review the installer trough a customer satisfaction checklist which should be addressed by the installer supervisor, creating an internal rating for the installer and opening a communication channel between the Tenant and the Supervisor to solve any possible issue and keep the Tenant involved in the installation process. The rating should let the system know that one provider is not performing well based on the internal reviews and allow the Supervisor to decide this matter.

The purpose of the app is to optimise communication between the users and to create a trustworthy, educative, transparent and inclusive environment at the time of the installation.

Reflection

I think in some way, we changed the client's point of view. They were very focused on the interaction between the landlord and the installer. Leaving behind and not including who was most affected by the process, the Tenant. Now they know the value of the Tenant opinion.