Yarra Valley Water · UX/UI Design · Concept Project
Leak detection tool
Empowering customers to self-detect and resolve water usage issues to reduce customer support calls.
Problem
Customers don’t notice water leaks until their quarterly bill, leading to delayed detection and financial strain
There are no timely and proactive notification system in place for customers to detect unknown leaks. Customers often discover these issues only after receiving a high bill, resulting in bill shock. This surprise often prompts them to contact Yarra to understand the cause, increasing call support volumes.
Business impact
high-bill calls are related to leaks that could have been resolved independently
minutes of support time per quarter
dollars spent on usage charge reviews and leak allowances per year
Discovery
I set out to understand how internal processes shaped the customer experience, especially around high bills and leaks, so we could design a solution that worked for both the business and its customers.
My focus was on understanding customers' awareness of leaks, their reactions to bill shock, and their preferred support methods. From internal teams, I aimed to uncover the business processes impacting leak resolutions, while insights from frontline staff provided a firsthand look at real customer interactions around high bill inquiries.
Define
With insights from discovery, I mapped out the current state of the customer experience against business processes to understand where they might be getting stuck in the journey
After mapping the customer journey, clear opportunities emerged to improve the first two phases, particularly when customers contact us after receiving a high bill. Introducing self-service digital solutions can empower customers to resolve issues independently, reducing the need for immediate support.
We defined the design requirements by combining customer journey insights, stakeholder input, and business goals, ensuring the solution is both effective and aligned with its objectives.
Customers will likely conduct leak tests whilst moving through their property.
Checklist and instructions should be scannable and accessible on mobile.
Deliver relevant guidance at each stage, helping customers stay focused without feeling overwhelmed.
Language that speaks to the customer's everyday experience, avoiding technical jargon.
Design
We worked closely with our cross-functional team, iterating on key flows to ensure a seamless leak detection journey—from first awareness to resolution—while providing the right support at each step.
Test
At this stage, our design was informed by SMEs and existing research. To ensure the tool was practical and effective, we conducted 5 user testing sessions with Yarra Valley Water customers from various property types and sizes, assessing how easily they could navigate the process and identify a leak.
We needed to make usage and costs more relatable
A quick win was projecting usage and costs over clear time periods.
Customers were confused how many steps were involved for a leak test
Clearly outlined the number of steps when it came to the leak test section
Interactive checklist instead of an accordion for a more guided and engaging experience
Account for unexpected usage patterns
We added a section asking customers if they've had visitors to account for occasional spikes in water usage.
Deliver
When customers are notified about a potential continuous leak, they receive an SMS with a link to verify their account details. After verification, they’re asked if they’ve had any visitors stay at their property, as this may have impacted their water usage.
We walk customers through a step-by-step process to identify the leak and assess its severity.
Depending on the leak detection results and severity, we then provide tailored resources and next steps to help them resolve it.
A follow-up process is in place when a customer goes through the leak detection test a few days after. This is to confirm the leak has been fixed and pathways appy for a leakallowance.