Engineers Australia

Background

Engineers Australia, representing more than 100,000 members has progressively since 2010 transformed itself from a paper-based organisation to a digital one. Wunderman–Bienalto was engaged to aid in this digital transformation – designing and deploying numerous transactional applications made accessible via a customer portal.

My role and activities

• Led user experience design, working together in collaboration with the business analyst at Engineers Australia.
• With junior user experience designers coming on-board in later projects, Gordon’s role evolved to providing guidance, and ensuring that great, consistent experiences were being delivered on each new project.

Approach and solution

• A collaborative approach between numerous Wunderman–Bienalto, Engineers Australia and third-party Oracle Middleware service provider teams was used to ensure that both the customer and client staff facing design solutions met the complex business and technical architecture requirements.
• The streamlined design of the customer portal and transaction applications was implemented using a design pattern library to quickly mock-up business cases and rapidly deploy solutions.
• Workflows were meticulously designed to enable Engineers Australia staff and affiliated third-party representatives to assess, manage, and report on customer transactions and details.

Results

The delivery of the design work over the years has helped reduce overall cost to Engineers Australia for printed material and management of transactions. It has also improved the business’ response time to customer enquiries via support tickets, phone or email.