The Project at a Glance

The Challenge

The challenge was to find ways to gather complex land engineering information from lay-people with no prior knowledge of the industry.

The Solution

We created a set of simplified questions that still retained their technical accuracy. We also designed a full set of diagrams to help explain complex land development concepts visually – a first for the water industry in Australia.

What We Did

The final design was a completely new face for YVW land development. The addition of a homepage for the platform helped to give users context to better understand which was the right land development application for them.

The Outcome

The application process became a simplified, positive experience with users saying they understood the process much better.

A Complex set of Information

To process applications, Yarra Valley Water (YVW) gathered very specific and technical information from customers about how a property is to be developed. A complex set of rules was used in the backend to assess the information. To make a final decision, YVW needed to establish if new buildings were likely to interfere with any existing or planned water or sewer infrastructure on a property.

The challenge was to find ways to gather complex land engineering information from lay-people with no prior knowledge of the industry. It was essential that users understand scenarios and answer questions correctly. Application errors could result in costly impacts to building and development schedules.

From a user perspective, the easyACCESS system was presenting as quite complex and the use of industry language was daunting. Ackama came up with a series of improvements to make the experience simpler and more attractive to first-time developers.

Ackama’s UX and design team worked closely both with YVW engineers and real end-users. We created a set of simplified questions that still retained their technical accuracy. We also designed a full set of diagrams to help explain complex land development concepts visually – a first for the water industry in Australia.

A Fresh New Look

From there, Ackama built a clickable prototype to test with users to find out if the improvements were helping. Through constant testing, we aimed to ensure the complex ideas could be easily understood by any applicant.

As a result, the application process became a simplified, positive experience. Users commented on how well they understood the process, with one user adding: “It was very easy, I was surprised”.

The final design was a completely new face for YVW land development. The addition of a homepage for the platform helped to give users context to better understand which was the right land development application for them.

The fresh new look brought the platform into line with YVW’s existing branding, while the clean layout and simple interactions mean users of all technical abilities can use the system with confidence.