SERVICES NSW REBATES PORTAL
Simplifying a highly complex and frustrating process of applying for an energy rebate to give users more clarity and comfort during challenging times.
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The challenge
Services NSW offers 6 different types of energy rebates for NSW residents going through challenging life circumstances. The rebates provided are:
While the rebates were useful, the process of applying for them was complicated and frustrating. Current state research identified the main pain points as follows:
- Medical Energy Rebate
- Life Support Energy Rebate
- Gas Rebate
- Low Income Household Rebate
- Seniors Energy Rebate
- Family Energy Rebate
While the rebates were useful, the process of applying for them was complicated and frustrating. Current state research identified the main pain points as follows:
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INFORMATION OVERLOAD
Too much information with complex language and terms that users are not familiar with. |
LACK OF TRANSPARENCY
The users were unclear about when they would receive their money and other important details. |
TOO MANY PROCESSES
Each rebate would have a different application and steps, increasing burden for multiple applications. |
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LACK OF TRUST
Some users do not trust the government bodies, which makes it challenging to collect information. |
RE-APPLICATION ISSUES
Users not only need to remember to re-apply, but also need to enter all their information again. |
CHANGING CIRCUMSTANCES
Currently, the onus is on the user to remember their rebate eligibility as their circumstances change. |
The Solution
To address the challenges faced by users, we made a number of key changes in the process during the future state analysis, and got them approved by the client. Some of the key solutions are:
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ONEFORM APPROACH
In the OneForm approach, all 6 rebate forms are consolidated into a single form, with page navigation depending on which rebates they are applying for. This reduces burden for users eligible for multiple rebates. |
ELIGIBILITY CHECKER
A short questionnaire with simple questions to guide users through the process of understanding their eligibility. If eligible, they are told the amount they would receive and other important information before they apply. |
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OCR TECHNOLOGY
Adding OCR technology allows for a quicker and simpler application process. A user can opt to just take a photo of their concession card and this would auto-populate form fields in the application. |
FLEXIBLE LOGIN PROCESS
To address distrust of some users with the government, minimise the information that needs to be provided at the start of the process. Users can continue as guest and opt to create an account when submitting an application. |
Reflections and learnings
Since the time I've done this project, I've had the opportunity to learnt so much more about design, practice my skills and gain experience. I recently looked at this project with fresh eyes and realised there is a lot I would do differently - particularly when it comes to accessibility.
While I recognise the best practices, I also note that the designs would need to be user tested for greater confidence. This was a project with tight timelines where we unfortunately did not get a chance to do so.
Here are my learnings:
While I recognise the best practices, I also note that the designs would need to be user tested for greater confidence. This was a project with tight timelines where we unfortunately did not get a chance to do so.
Here are my learnings:
Use signifiers that align with users' mental model
A typical users' mental modal would be that a 'Back' button is placed towards the left, and 'Next' to the right of it. My designs below did the opposite as I was trying to place the primary action to the left (as people visually scan from left to right). However, 'Back' and 'Next' are navigational elements with equal importance.
A typical users' mental modal would be that a 'Back' button is placed towards the left, and 'Next' to the right of it. My designs below did the opposite as I was trying to place the primary action to the left (as people visually scan from left to right). However, 'Back' and 'Next' are navigational elements with equal importance.
Tooltips, links and other components should be colour independent
In the screens below, there were areas I used blue to indicate that the text 'What does this mean' is a tooltip and can be hovered over. However, this text also needs additional text styling treatment like an underline for users with colour blindness to distinguish it from surrounding text.
In the screens below, there were areas I used blue to indicate that the text 'What does this mean' is a tooltip and can be hovered over. However, this text also needs additional text styling treatment like an underline for users with colour blindness to distinguish it from surrounding text.
Consistency is key
In the designs, I used different types of tooltips - some were text, some used the information icon and some used the question mark icon. This type of inconsistency between elements could be confusing to the user and create dissonance, resulting in a lack of trust.
In the designs, I used different types of tooltips - some were text, some used the information icon and some used the question mark icon. This type of inconsistency between elements could be confusing to the user and create dissonance, resulting in a lack of trust.
Wireframing
I was tasked with converting research insights into tangible solutions. I started out with low fidelity wireframes which built up to mid fidelity. They were built considering WCAG 2.1 AA accessibility standards and include reusable components, build-ready autolayouts, a grid system, text and colour styles and documentation. The wireframes include an energy rebates home page, log in process, eligibility checker and application form process.
I conducted three walkthrough sessions with the business over two weeks using clickable prototypes to iteratively check that we were on the same page and make decisions. At the end of this period, I delivered the final wireframes as a Figma link.
I conducted three walkthrough sessions with the business over two weeks using clickable prototypes to iteratively check that we were on the same page and make decisions. At the end of this period, I delivered the final wireframes as a Figma link.
Sitemap
12 column grid system
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Autolayout for spacing between components
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Rebates home pageThrough multiple access points including the Services NSW portal, users can access this home page. This leads them to the eligibility checker or the ‘express lane’ depending on whether or not they know what rebate(s) to apply for.
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Log in processWe provide 3 ways to enter the rebates portal. Logging in via MyRebates or Services NSW, or continuing as guest and later getting prompted to create an account. Both the log in and guest options result in a page where the user inputs a one time verification code.
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Eligibility checker
For users new to the rebates portal exploring what their options are.
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Application page 1 - Personal & Concession Details
Application page 4 - Document upload
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Application page 2 - Electricity & Gas Details
Application page 3 - Energy Details
Application page 5 - Confirm details
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Application page 6 - Declare and Submit
Appendix
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