Back

Let's Talk

Back

Let's Talk

Back

Let's Talk

Improving AGL’s customer experience

Improving AGL’s customer experience

Background

220k *

220k *

Calls from customers seeking information about their move status.

70%

70%

Users needing to make a follow-up call within 7 days.

59.8%

59.8%

NPS Promoter score for the current online tracker tool

Hence comes a need to revisit the current digital Move/Order Tracker. With a goal to create a simpler, more informative platform that empowers our customers to easily access, view, and manage their move orders.

Hence comes a need to revisit the current digital Move/Order Tracker. With a goal to create a simpler, more informative platform that empowers our customers to easily access, view, and manage their move orders.

Top reasons for exceptions and users calling AGL

The main switch at the new property is not in the right position.

Bill shock is a key moment of negative churn across the customer base

Bill shock is a key moment of negative churn across the customer base

A day before their move, users usually get anxious and call AGL to make sure their move is in order.

How Might We

How might we

How might we

Reduce the number of calls to the call centre

How might we

How might we

Raise awareness for the online tool

How might we

How might we

Reduce exceptions during the move experience

How might we

How might we

Make it easy for the user to reschedule their move

How might we

How might we

Make it easy for the user to cancel their move

How might we

How might we

Design the feature to cater for future state

The Solution

Move tracker

My account

My account updates

Move tracker notifications

Email notifications

Popups

House cards

Responsive Design

© Rahul 2025. All rights reserved.

© Rahul 2025. All rights reserved.

© Rahul 2025. All rights reserved.