Case Study: Jacana Energy improves digital customer service with Zuni's website and portal design

Jacana Energy delivers a full customer portal solution with Zuni

Jacana Energy, the largest electricity retailer in Australia's Northern Territory, faced the challenge of shifting to a digital-first operating model. To improve customer service through digital channels, they engaged vendor Zuni to gather requirements and develop solution designs for a new public website and a secure customer account portal.

Zuni implemented a two-phase solution. The first phase used co-design workshops to define audiences and user stories, leading to a comprehensive requirements document. The second phase involved a customer-centric design cycle, using tools like Optimal Sort and Axure to create and test a sitemap and a full clickable prototype. This process provided Jacana Energy with a validated set of requirements and a full frontend solution design, giving them a deeper understanding of their customers and identifying new opportunities for better service.

Jacana Energy