Department of Climate Change, Energy, the Environment and Water / User Experience (UX) research - Safeguard web presence - PROC9473

The Energy Security Safeguard maintains several content sections on the NSW Climate and Energy Action website, providing information about the program and the incentives for householders and businesses. The Safeguard page portfolio is dispersed across the site, with different content types placed in different navigational categories. The Safeguard team has received a number of complaints about the incentives not being accessible, and the web pages being hard to find, understand or navigate. Objective of this project is to conduct research to reach clarity about customer pain points and to identify ways of improving the Safeguard web presence. Overall aim is to reduce the number of complaints and to support uptake of the Energy Savings offers.