The good, the bad and the fugly - Keith Swann

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Keith Swann - Lead Product Manager, Origin Energy on Roadmaps

Technology

Keith Swann
Lead Product Manager (Digital)
Origin Energy

1. Separate from AEM for: -
• Primary journeys
• Popular forms
2. Improve UX
3. Reliable authentication
4. Improve logging and monitoring
to find faults
5. Reduce security issues
6. Grow the data capability
• Bidgely
• Make dumb meters
smart
7. Deeper understanding of
customer pains for: -
• Payment preferences
• Usage & consumption
• Hardship
• High bill
FY19
1. Separate from AEM for: -
• Secondary journeys
• Remaining forms
2. Improve UX
3. Improve customer education
and help & support content
4. Reauthentication on critical
tasks
5. More data: -
• Fuel(s) consumption
• Property meta data
• Occupancy info
6. Improve onboarding
7. Omni-channel notifications
8. Channel Diversification
• Voice assistants
• Chatbot
FY20
1. Channel diversification: -
• Conversational search
• Multilingual
2. Service automation and
optimisation
3. Decentralised My Account, any
channel, any time, any language
4. Simplified journeys
5. Active community and
customer dialogues
6. Beyond energy retail
• Diversified payment
capabilities
• White goods retail
FY21
To define the standards of exceptional energy customer digital experiences
Confidential

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The good, the bad and the fugly - Keith Swann

1. Keith Swann Lead Product Manager (Digital) Origin Energy

10.

11. 1. Separate from AEM for: - • Primary journeys • Popular forms 2. Improve UX 3. Reliable authentication 4. Improve logging and monitoring to find faults 5. Reduce security issues 6. Grow the data capability • Bidgely • Make dumb meters smart 7. Deeper understanding of customer pains for: - • Payment preferences • Usage & consumption • Hardship • High bill FY19 1. Separate from AEM for: - • Secondary journeys • Remaining forms 2. Improve UX 3. Improve customer education and help & support content 4. Reauthentication on critical tasks 5. More data: - • Fuel(s) consumption • Property meta data • Occupancy info 6. Improve onboarding 7. Omni-channel notifications 8. Channel Diversification • Voice assistants • Chatbot FY20 1. Channel diversification: - • Conversational search • Multilingual 2. Service automation and optimisation 3. Decentralised My Account, any channel, any time, any language 4. Simplified journeys 5. Active community and customer dialogues 6. Beyond energy retail • Diversified payment capabilities • White goods retail FY21 To define the standards of exceptional energy customer digital experiences Confidential

12.

13. Thanks

The good, the bad and the fugly - Keith Swann

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