The existing setup involved disjointed payment gateways for AGL Energy and Telco services. This technical constraint meant payments for the two types of service were being handled by separate systems.

Users wanting to automate payments for their Energy and Telecommunications services are therefore required to set up a separate direct debit for each contract. The key challenge exposed by user feedback was that the current situation was causing confusion. Customers were setting up a single direct debit and thinking that the arrangement would apply to all their bills. This misunderstanding would result in missed payments and late fees for customers.

For customers, part of the appeal of signing up for services with a multi-product retailer is the convenience of being able to manage multiple services in one place.

As a vendor of both Energy and Telecommunications (Telco) services, AGL aspires to deliver this convenience for its customers. However, with areas like payments, the customer experience fell short. direct debit set-up and management was identified as a particular customer pain point.

Exo Digital aimed to address this issue. Our approach involved mapping direct debit touch points, prioritising changes and collaboratively designing solutions with the scrum team. This led to a unified experience that improved UX for setting up and managing direct debits via AGL’s web app, followed by a similar uplift for their native app.

Improving the Customer Experience for Direct Debit Set-up

Exo Digital offered a strategy focussed on enhancing direct debit management processes for AGL Energy and Telco services. We proposed reworking UX and UI presentation to make it easier to navigate for users. The key to understanding the customer journey was mapping direct debit touch-points within the lifecycle. This uncovers pain points for quick yet impactful improvements, elevating the user experience.

Given the limited timeframe, Exo Digital advised prioritising identified opportunities based on their potential impact. This approach ensured that valuable changes are implemented with minimal development effort and aligned with the goal of enhancing customer satisfaction.

Exo Digital recommended an iterative, collaborative co-design approach with stakeholders and the scrum team. By harmonising technical feasibility and user-centricity, this method ensured the creation of effective solutions that catered to both user needs and development constraints.

Additionally, Exo Digital recommended incorporating user testing with Maze and implementing robust analytics. These measures would provide insights from the MVP deployment and facilitate continuous enhancements.

Agile Collaboration

Journey Mapping

Opportunity Prioritisation

Uncover strategic insights and optimise your business goals.

Consulting

Unified Direct Debit Management Page

Uplifted Account Settings and Wallet Pages

Native App Direct Debit Uplift

Deliver memorable and meaningful experiences to your customers with beautifully designed user experiences.


UI & UX Design

Customer Journey Map

Opportunity Sizing

Iterative Solution Development

User Testing and Analytics

Exo Digital was tasked with developing a bespoke customer driven application to support the Eclat vision of a radically different approach to workspaces. Design is at the core of this development to showcase the unique offering Eclat has created.

The technology solution must be able to scale as Eclat has ambitions to expand to other locations, nationally and internationally.

Eclat presents a contemporary approach to work. Where service meets style with uniquely curated, members-only spaces that seamlessly blend inspiring architecturally-designed amenities and bespoke private offices with iconic culture and first-class service. Evolving the workspace by infusing hospitality at a fundamental level.

Eclat sought to engage a partner to deliver their vision for a curated workspace experience. There are many ‘off the shelf’ solutions that can have driven member access, however, the Eclat management team has always sought to deliver a bespoke application to integrate concierge and hospitality seamlessly into the experience.

Eclat means “To be brilliant” and this is at the core of their offering. The promise of brilliance extends to each touchpoint for members, enforcing a seamless end to end experience from technology to in person interaction.

The quality of the technological deployment is a critical success factor to support the above and beyond expectations of Eclat members.

Exo Digital delivered a customised, customer centric application that is unique within the market. The Eclat application represents their ethos of hospitality and design.

Changing the game in professional workspaces

Exo Digital recommended an approach that involved an initial 2 week Discovery that investigated the end-to-end customer journey. Personas were developed to understand each journey. Research and data were key drivers of the project to deliver a seamless experience that integrated multiple touch points.

In addition to the scope of the project itself, Exo Digital recommended Eclat be introduced to work using an Agile Delivery methodology. Using Agile delivery teams, we implemented a 7 sprint plan, establishing a regular cadence to deliver functionality throughout the product development cycle.

We established consistent ceremonies that drove the level of engagement that we had with their product teams on a daily and weekly basis. Our practice leads were always heavily involved in key decisions with leadership support included.

The Eclat team thrived working this way throughout the project. The Exo team blended with the Eclat team, delivering consistently and managing scope and back log effectively. We managed the integrations of all third-party technologies as well as the negotiations with those providers — ensuring the experience was seamless and pain-free for Eclat.

Discovery

Design Workshops

Design System

Bespoke Experience

Custom-made Technology

3rd Party Integrations

Put your business in people’s pockets with a custom built mobile app.

Web & App Development

Research

Replicable solution with scalability

End-to-end product experience with React Native Development

The Impact Awards has a clear vision, but felt that in order to further establish their standing in South Australia’s business sector, they needed a new look. This uplift needed to maintain their values of excellence, innovation and success, but also bring on an instantly recognisable and strong voice that inspired future leaders.

Paired with a bold rebrand, they were also looking for a new website that would showcase its winners, sponsors and ambassadors with a more scalable approach and allow the team to manage and update the content as The Impact Awards continues to grow.

The Impact Awards is an initiative set out with the intention to identify and celebrate successful businesses making waves in their industry and generating major economic value in South Australia. Since their inception in 2015, The Impact Awards has honoured upwards of 40 high achieving local businesses and created a trusted recognition platform, all the while seeking to inspire smaller companies to think global.

Exo Digital was engaged to give the Impact Awards a complete uplift coinciding with their 2023 event; iterating on their branding and visual identity to position the organisation as a leader in business expertise and appeal to more diverse sponsors and applicants. What resulted was a highly impactful rebrand and distinguished site that places excellence and industry leaders at the forefront.

Celebrating SA businesses making an impact

Exo Digital fostered a cooperative approach, building a collaborative relationship with the team at The Impact Awards to ensure complete synergy throughout the process. Being an established and successful organisation already, it was important that we uplifted the brand while maintaining its integrity. By working to weekly reviews, we were able to ensure each step was approached with consideration.

As a first milestone, we needed to reach some form of release to align with the opening of 2023 nominations. This milestone placed some time restraint on the original full-scope timeline so we worked alongside the Impact Awards team to compromise an iterative MVP release. This involved complete branding and a single page Nominations information page so that visitors were able to nominate their businesses without the confusion of a rebrand part-way through the application process.

The nature of this engagement and the approach taken allowed for a flexible, agile way of working, meaning Exo Digital could get iterations out without compromising quality or integrity, whilst also maintaining transparency with The Impact Awards.

Project Management Support

Branding Workshop

Web Design

Wordpress Development and Plugins

Research and Brand Discovery

Scalable and Intuitive User Interface Design

Website Stability

Going live

Exo Digital was engaged to assist AGL to uplift the digital experience for its new and existing commercial and industrial (C&I) customers.

With the website divided into residential and business, one of the main challenges was showcasing the breadth of AGL’s products and solutions to better meet the needs of its business customers.

Founded in 1837, AGL is Australia’s largest fully integrated energy utility. In line with the goals of its Climate Transition Action Plan, AGL is focussed on leading the transition to low emissions, for an affordable and smart energy future.

AGL wanted a website uplift to support its commercial and industrial (C&I) business strategy. The uplift would create a platform for the C&I team to showcase their products and tailored solutions to generate new leads and support existing customers.

Working in a team augmentation capacity, Exo Digital assisted the AGL project team with discovery research, workshops, customer interviews and more. Together, we improved the website’s navigation, information architecture and visibility of AGL’s products and solutions.

Following our 6 months of effort and collaboration with AGL, the launch of the new site was met with positive feedback from stakeholders and saw an immediate uplift in web traffic.

Creating a Digital Experience for Commercial and Industrial Businesses

Exo Digital recommended a team augmentation approach to provide visual and content design expertise that would unlock in-depth discovery and build out the project team.

To set up the project for success, we proposed a team consisting of UX & UI designers, a content strategist and a project manager.

Starting with usability research, we recommended mapping out existing site navigation, a heuristic review of the existing website and a competitor analysis. Following from that, Exo Digital would work alongside the AGL project team to deliver the project within the required timeframe.

Given the number of stakeholders involved, we introduced a hybrid project management approach to allow flexibility and ensure we hit the timeline.

Hybrid Project Management

Managing Priorities

Existing Site Map and Navigation

Heuristic Review

Competitor Analysis

Requirement Gathering

Card Sorting and IA

Wireframes to Screen Design

Content Structure

Adherence to Brand Voice

Keep your brand at the forefront of people’s mind with a customised content lab.


Content Creation

Content Design

Technology Compatibility

Project Management

OET was finding their users having difficulty booking the test and many candidates were returning for a retake.

OET wanted both content and visual design to work together to enable test takers to find information and seamlessly register for the test.

Exo Digital was tasked with a redesign of OET’s website to make the study resource store more central to the customer experience, reduce the time it takes to book a test and avoid candidates having to retake the test.

Occupational English Test (OET) is an English proficiency test provider, specialising in the healthcare industry. OET wanted to streamline the user experience of their website to ensure more bookings and reduce retakes.

Exo Digital was engaged in a team augmentation capacity, with the goal of assisting OET to translate their vision and goals into a complete website uplift. This would help simplify the steps required to study, book and take the test successfully.

Applying findings from user research, Exo Digital was able to streamline the booking process from 90 to 15 minutes and ensure candidates were able to seamlessly find materials to prepare for the test.

Simplifying the user experience through content and visual design

Exo Digital recommended discovery to conduct user research to understand the needs of the target audience and map the appropriate user journey. From this, we would revamp the content strategy, information architecture (IA) and design systems.

Given OET’s vision, Exo Digital proposed a redesign of the website, focussing on the following key areas:

Reducing the amount of returning candidates by empowering better study preparation.

Assisting users (candidates or partners) to find the right information at the right time.

User Research

Content Strategy

Information Architecture

User Experience & Logic

Wireframes & Prototyping

New Design System

Reimagined Booking Journey

Revamped Study Resource Store

Homepage Tailored to Candidates

Migration, Design & Management

User-centred Design

Streamlined Process

AGL customers required a simplified and convenient way to access and sign up for multiple AGL product offerings. There was a need to effectively communicate the value proposition of bundling and emphasising the benefits to customers. Educating customers about the advantages of bundling was essential to overcome lack of awareness or understanding.

A simple and easy to use tool for customers who want to sign up for one or more AGL product offerings.

Our solution offers customers the ability to create their own bundle across energy, internet and mobile, in a unified shopping experience.

AGL’s bundle builder gives customers the flexibility to pick and choose services in a non-linear flow, emphasising the savings and benefits customers get from bundling.

Bundling helps AGL increase their revenue streams, as customers with bundles are less likely to move providers.

A bundle experience for all AGL products

Exo Digital recommended a user-friendly bundle builder application that enabled customers to create personalised bundles across energy, internet and mobile services. The bundle builder would ensure compatibility with AGL's existing technology and restrictions. User research and usability testing was to guide the design of an intuitive bundle builder interface, incorporating clear product information and interactive elements for informed decision-making.

Initial Design

Wireframes

Enhancing Tile Functionality

New Proposed Flow

Hi Fidelity

Gathering user insights

Defining product navigation

Make compatible with existing technology

The gaming hardware market is highly competitive and saturated with numerous brands vying for the attention of gamers. Streamgear wanted to stand out and create a distinct identity in this crowded space. The challenge was in the design and implementation of a cohesive brand strategy that effectively captured the essence of Streamgear and delivered an electrifying experience for their target audience.

Streamgear wants to support, celebrate and nurture gamers, elevating their unique culture into the mainstream.

Streamgear was looking to disrupt the extremely competitive market of cheap tech from IT retailers.

Exo Digital worked across brand strategy, e-commerce and a gamified rewards experience to electrify and engage the gaming community.

Rethinking online experience for gamers

Exo Digital recommended establishing a unique brand identity and developing a cohesive brand design system that sets Streamgear apart from competitors visually. We designed a vision for the online store to incorporate gaming as a central theme, providing users with a captivating experience.

Brand Strategy Workshop

Competitive Landscape Review

Electrifying Experience

Gamified Subscription

Solution Architecture

Cohesive brand design system

Defining an electrifying experience

Gamifying the subscription

With so many businesses affected by the COVID-19 pandemic, there was a need for a purpose-driven startup to support local hospitality businesses. The negative consequences of the economic downturn and the exploitative practices of major tech companies that connect business with delivery drivers meant local businesses were struggling.

In the world of design, it isn’t always easy to find work that creates purpose. We wanted to initiate a start-up within our company that focused on a social issue and create an application that helped our local community.

Our initial product offering started during the COVID-19 pandemic. Exo Digital had recognised that local hospitality businesses were suffering from the recent downturn of the economy from COVID-19, the predatory nature of larger tech companies and the percentage they took for delivery of their products. Our goal was to create a mobile application to support local businesses by driving users through challenges that direct their attention to supporting the community.

A new venture from Exo Digital innovation hub

The Exo Digital team proposed the design of Let's Go, an innovative mobile application aimed at tackling the challenges confronting local hospitality businesses and fostering community engagement. Let's Go would provide users with a user-friendly interface, empower businesses with comprehensive digital marketing solutions as well as cultivate an interactive community while prioritising sustainability and social impact.

What success looks like

Back to research!

Focusing on the value

An app for community

We’re on a mission to enrich the local experience

Transform connections with local customers

Establishing a community

AGL’s existing Virtual Assistant (VA) required a new character design and improvement to its identity, tone of voice and user interface.

Last year Accenture reviewed AGL's Virtual Assistant's (VA) performance and identified key opportunities, improvements and alignment to strategic goals.

Exo Digital was involved in designing a new Virtual Assistant character and improving the VA's customer experience.

Building trust and customer engagement with a Virtual Assistant

Exo Digital recommended enhancing the performance of AGL's Virtual Assistant (VA) by defining its identity and personality. This involved establishing a consistent tone of voice through a content style guide, conducting design workshops and surveys to gather stakeholder insights and designing a visual style guide for a cohesive user interface.

The Exo team proposed a four stage solution:

Defining the Virtual Assistant's identity and personality

Defining tone of voice and content style guide

Defining the VA's Persona

User Testing

Virtual Assistant Character Design

Virtual Assistant Motion Design

Redesigning Chatbot Experience

Defining Tone of Voice and Content Style Guide

Implementing design workshops & surveys

Designing visual sonic style guide

The existing document management system and print management solution did not effectively support the day-to-day operations of the legal firm. This created inefficiencies and hindered the user experience across the business.

This legal firm is based in Sydney and is a successful firm that advises a diverse range of clients.

This legal firm implemented a document management system and print management solution that did not support the business's day-to-day operation.

Exo Digital was engaged to investigate the current state and provide recommendations on what is required to provide a better user experience across the business.

Digital transformation for Legal company

To provide a better user experience, Exo Digital recommended conducting interviews to understand the current workflow, identify common pain points through research and from there, map gaps and opportunities for improvement. This provided an effective approach and transition plan. Our goal was to improve efficiency and operational effectiveness while delivering a more user-friendly experience for the firm.

Our proposal encompassed a four step process:

Provide an effective approach and transition

User Interviews

Personas

Pain Points

Implementation

Understand the current workflow

Identify common pain points

Map gaps and opportunities

The AGL internal digital experience was faced with complexity, causing employees to struggle with navigating through numerous tools and often unaware of their existence and purpose. The issue of repetitive authentication for different tools added unnecessary friction to employees' workdays.

Large organisations can grow quite complex - sometimes, with too many tools in the environment, employees don’t know which to use for what, or that they existed at all.

AGL is one of Australia’s largest organisations, with almost 4000 employees. At this scale, even small changes could bring significant results to the business.

With a myriad of tools at their disposal, employees wanted simple, consolidated solutions - with easy UX. Between managing their workday with schedules, approvals, checks and socials, they don’t need added complexity in little things such as authentication every time a new tool is used.

We proposed aggregating essential tools into ‘One’ app to catch up to modern times. We can create a better UX with a mobile-first approach by leveraging native capabilities to enhance features, resulting in simple CX-driven solutions.

AGL Employee Experience App

Exo Digital recommended a single app that aggregates key tools, bringing them together in a dedicated space so employees can easily access and manage essential information about AGL. By adopting a mobile-first approach, we can prioritise core features and simplicity, aligning with the needs and preferences of employees.

Employee User Interviews

User Research & Testing

Foundational Features - Main Navigation

Share With A Friend

Approvals

Capture Hazards

‘One’ app to aggregate key tools

Mobile first approach

Bupa was in need of additional resources for their content team to undertake a range of tasks including optimising SEO pages and enhancing the user experience for targeted webpages. To meet specified timeframes, Bupa requested support from Exo Digital.

Exo Digital was engaged by Bupa to provide content services for their website. The scope of the project involved creating engaging and informative content for various sections of the website.

Exo Digital provided support in various areas, including the creation of SEO landing pages to increase conversion and uplifting existing product offering pages to improve user experience. We also developed an Environmental, Social and Governance (ESG) hub to showcase Bupa's commitment to sustainability and social responsibility.

Shaping Bupa's Digital Narrative through Targeted Content

In response to Bupa’s need for additional content resources, Exo Digital recommended a solution involving seamless collaboration with their content team. We suggested assigning dedicated content specialists to work closely with their team, delivering high-quality content to help achieve their objectives.

Leveraging our expertise in content creation, SEO optimisation and user experience design, we proposed a solution to support the development of landing pages, establish an ESG hub and enhance the user experience of their tiered health cover options.

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