Solar integrated platform — Solar Victoria

Platforms — Figma, Figjam, Confluence & JIRA

Expertise — UX Design, UI Design & DesignOps

How might we create a unified and customer-centric platform that simplifies eligibility, streamlines transactions, and promotes complementary solar products?

Goals

  • 780,000 rebates for solar panels on residential properties​

  • ​Support low to medium income households in transitioning to solar power​

  • ​Increase digital straight through​

Hypotheses

  • Bundling solar products will increase customer engagement and product adoption.

  • Simplifying eligibility will reduce friction and drive higher uptake.

  • A single integrated platform will improve user experience, making it easier for customers to manage applications, track progress, and access multiple products.

Research & discovery

Insights from customers & Solar Victoria stakeholders

Pain Points

  • Customers struggled with complex eligibility criteria across different solar programs.

  • The platform was fragmented, forcing users to navigate multiple systems for different rebates or loans.

  • Lack of a centralised application process, leading to repetitive form submissions and poor user experience.

  • Customers were unaware of complementary products they could apply for.

Business goals

  • Increase adoption of solar products by bundling offers.

  • Reduce administrative burden with standardised processes.

  • Improve customer satisfaction by making the journey intuitive and transparent.

Competitive analysis

  • Evaluated best practices in government platforms to understand how other services simplify transactions.

  • Studied e-commerce bundling strategies for guiding users toward additional relevant products.

IA & flow

Given the scale and complexity of Solar Victoria’s offerings, a clear information structure was key.

Defining the user journey

We mapped out the end to end transaction flow, ensuring:

  • A single entry point for all solar incentives to simplify digital wayfinding and maintenance

  • Dynamic eligibility checks guiding users through solar rebates and incentives

  • Bundled applications, minimising redundant steps – ask once

  • A self service dashboard for tracking applications and managing rebates

Wireframing & flow mapping

We created low fidelity wireframes and flow diagrams to:

  • Test different UX navigation designs and concepts

  • Determine where to introduce product bundling recommendations in the process flow

  • Ensure a logical and intuitive step by step application process

UI & interaction design

Design Goals

  • Clarity & simplicity: Remove unnecessary friction

  • Accessibility: WCAG compliant layouts, colours, typography (including ARIA tags and screen reader accessibility requirements.

  • Scalability: A modular design, linking from the Service Victoria design system for future uplift or extension

  • Efficiency: Reduce form complexity, minimise required inputs

Key UI Enhancements

Header & navigation simplification

  • Unified access to all solar products

  • Clear progress indicators to guide users

Logic-embedded product bundling

  • Show “You’re also eligible for” recommendations

  • Offer an opt-in flow for additional rebates and initiatives

Smart form design (wizard)

  • Prefill known details

  • Reduce document uploads using data verification integrations

Dashboard & account management

  • Centralised view for past applications & future eligibility

  • “Tell me once” principle – upload documents once, reuse them where required

Testing & Iteration

Usability testing

  • Conducted clickable prototype tests with new customers and existing Solar Victoria customers

  • Measured completion rates and time taken for key actions

  • Identified areas needing simplification or more guidance

Iterations based on feedback

  • Improved content on eligibility pages to reduce confusion

  • Added contextual help & tooltips for financial jargon

  • Optimised mobile layout for better readability and eye tracking

Implementation & handoff

  • Created a detailed design system with reusable UI components

  • Worked with developers to ensure pixel-perfect implementation

  • Conducted final QA checks for accessibility, errors, bugs and responsiveness

Outcome & impact

  • More intuitive journey for new and existing solar customers

  • Reduced drop-off rates due to simplified eligibility flow

  • Easier program management for Solar Victoria

  • A foundation for more rebates and initiatives to be added to