Empowering bushfire resilience awareness and change.

UX research
User testing
Lo-fi experiments
Hi-fi experiences
Left to right: (mobile hi-fi) home page, sample question page, results page; (desktop hi-fi) recommendation PDF
Top: (mobile hi-fi) home page, sample question page

Bottom: results page; (desktop hi-fi) recommendation PDF
89% activation and 65% conversion rate in the pilot launch.
With the increasing attention and need for bushfire protection but also resilience awareness, the client brought a scientific method of calculation with the vision to not only enable quantifiable building resilience calculations but to create personalised recommendation generation to diagnose how a residential building can be approved in its bushfire resilience.
Understanding ecosystem and pain-points
The core starting point was to identify the key actors, and how a home-owners’ journey would be enabled by the interaction and value exchanged.
Using diagrams including an actors map, service blueprint, and value stream diagram; points of tension and pain points informed the main value proposition for both the business and end-user. To take away the complexity, and empower and educate homeowners to begin their steps to resilience.
There was a lot of reading done during that point in time to understand elements of behavior change and building motivation. The time, effort, and money vs immediate value tradeoff isn’t inherently attractive but is incredibly important for the prevention of losing one's home.
All of this was taken into consideration when conceptualising the home-owner survey.
Designing for ease with accuracy in mind
What the survey had to adapt was a complex calculator requiring detailed and sometimes obscure (to me) information about a home to calculate a reliable (and was still being adjusted) rating that informed the level of risk your house would be subject to taking in the likelihood a bushfire were to occur in your area.
Even just trying to explain it is a mouthful. Yet that was what we needed to make approachable, and understandable for a layperson while on the other hand, keeping the integrity and detail required for an answer to produce a reliable result. We worked very closely with the SMEs to review the approaches we were taking with the question set as we combed through to find a middle ground between science requirements and UX. Field testing was also done to see the product in action, and to learn from users in a read-world context.
The 150+ question assessment could be on average easily completed within 20 minutes.
Everyone who provided feedback on the assessment experience said that their knowledge of bushfire-building resilience had increased.
There were considerations I wish we had made earlier along the way, including catering more to the knowledgeable early adopters and adding more user segmentation. Though with the recent public launch there adoption rate and relative impact amongst the community had been passed onto me from the client as being great, with more than a few thousand users in the beginning months after launch.