Keith Swann - Lead Product Manager, Origin Energy on Roadmaps

1. Keith Swann
Lead Product Manager (Digital)
Origin Energy

11. 1. Separate from AEM for: -
• Primary journeys
• Popular forms
2. Improve UX
3. Reliable authentication
4. Improve logging and monitoring
to find faults
5. Reduce security issues
6. Grow the data capability
• Bidgely
• Make dumb meters
smart
7. Deeper understanding of
customer pains for: -
• Payment preferences
• Usage & consumption
• Hardship
• High bill
FY19
1. Separate from AEM for: -
• Secondary journeys
• Remaining forms
2. Improve UX
3. Improve customer education
and help & support content
4. Reauthentication on critical
tasks
5. More data: -
• Fuel(s) consumption
• Property meta data
• Occupancy info
6. Improve onboarding
7. Omni-channel notifications
8. Channel Diversification
• Voice assistants
• Chatbot
FY20
1. Channel diversification: -
• Conversational search
• Multilingual
2. Service automation and
optimisation
3. Decentralised My Account, any
channel, any time, any language
4. Simplified journeys
5. Active community and
customer dialogues
6. Beyond energy retail
• Diversified payment
capabilities
• White goods retail
FY21
To define the standards of exceptional energy customer digital experiences
Confidential

13. Thanks