Mercury Energy Website Redesign
Project background
Mercury acquired the Trustpower retail business in May 2022. The decision was made to bring together the two brands — Trustpower and Mercury, under the Mercury brand and provide their combined customer base of over 500,000 with a new unified digital “Mercury”.
The challenge
The challenge was to bring together the best of both brands' existing capabilities and create a new best-in-class experience for serving, retaining, and selling to existing and new customers. Two public websites down to one. Two self-service portals down to one. And they wanted to do this in one year.
Project goals
While Mercury and Trustpower are energy retailers, both companies have different product offerings and varied customer bases. However, they had a unified set of goals: A data-driven, personalised, mobile-aware approach delivering a frictionless omnichannel digital experience; Increases in conversion rates and online sales; Consolidated and Improved customer experience through better design; Increased customer uptake and reduced cost to serve through improved customer self-service usability; Reduced churn through great CX and UX; An accessible digital experience that met vulnerable customers needs.
Project outcomes
The solution was to take a human-centred, research-driven approach. Top Task research, in-person interviews, business objectives, and a suite of basic functional requirements laid a runway of work ahead.
A brand new, accessible, mobile-first Design System was created and allowed for rapid prototyping and design, user testing and iterations, and final hand-off to a 100-person strong team of engineers.
A fresh suite of icons and illustrations was designed from scratch, as well as completely new “Join” flows, as these would now incorporate Trustpower’s traditional bundling and offers approach, not to mention a mobile offering, something new to Mercury.
The transformation was launched in June 2023, less than a year after the project started. Since launch, website traffic has increased by 200%; 44,000 people have signed up for Mercury Rewards, 9,469 Free Power Days are booked, and online signups have increased by 400%.
Team
Agency: Catch Design
Team: Hamish Stevenson (Creative Director), Dani Wright and Cody Dunstan-Brown
Awards
Best Awards 2023 Finalist: Large Scale Websites
