Our website helps to keep customers connected.
Following Equilibrium's successful launch of their website two years ago, Western Power subsequently developed a new brand and customer experience
Following Equilibrium's successful launch of their website two years ago, Western Power subsequently developed a new brand and customer experience
The Western Power website is accessed on a daily basis by a diverse user base ranging from mum's and dad's at home, through to small businesses and big industry. Our task was to build a website where it is possible to empower residential
and business customers to intuitively “self-serve”
Western Power's customers include the entire Perth and South West adult population, as well as all businesses in this region. Important users of the site include land developers, local councils, and electrical contractors. Extensive scoping was undertaken with virtually all areas of Western Power's business to formulate an initial strategy.
Our UX team used several research methods to uncover customer pain points on the existing website, such as adding surveys, screen recording and heat map tracking on the existing website. We also performed 1-on-1 interviews with end-users
and facilitated usability testing on both the existing and proposed website. We
Another important part of the site's redevelopment was to improve the way end-users access information during planned and unplanned power outages. These are events that drive significant spikes in website traffic.
Extensive efforts were directed into the development of real-time power outage feeds featuring an interactive map. It is the first of its kind in
Given the complex nature of Western Power's operations, we undertook extensive internal stakeholder engagement. We facilitated communication between departments and ensured the project was kept on track.
We developed an important tool to allow users to report damaged or faulty streetlights. Users can access and interact with a map which shows every streetlight on every street in Perth.
Extensive security and load balance testing
The website on average receives hundreds of concurrent users. However, in a power outage
This was recently tested in a real-world large scale power outage situation with the site being hit with thousands of concurrent users within a space of 3 minutes. The peak in traffic was sustained over a period of 30 minutes, but the load balancing environment worked as intended and handled the traffic with ease.
As well as developing a robust and powerful website, Equilibrium is responsible for driving traffic to the website through 'always-on' and periodic campaign paid search activity. We also developed digital executions for the 'Make the Safe Call' and 'Before anything risky, look 360' campaign.
Since the website's launch, call