Helping Australians manage
energy, internet and mobile

Helping Australians manage energy, internet and mobile

Helping Australians manage
energy, internet and mobile

Overview

Our solutions

Focus areas

Case studies

Timeline

Benefits

Services

Product Strategy & Innovation
UX + UI Design
UX Research
Team Augmentation
Design Ops

Company size

3000+ employees

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Overview

Australia’s oldest energy company is one of the largest, servicing around 4.3 million residential and business accounts. As well as suppling electricity and gas, AGL now also offers internet and mobile plans and EV subscriptions.    

Exo Digital has partnered with AGL for several years, working on initiatives spanning strategy, research and UX design across digital platforms including customer-facing websites and various authenticated platforms.  

As well as delivering stand-alone projects, Exo Digital has entered into a number of long-term engagements in which consultants were embedded into AGL teams. This model enables consultants to develop the knowledge and relationships necessary to affect influence over product roadmaps.

Through long-term team placements and project work, Exo Digital has improved experiences across AGL’s platforms.

> 1.3M

Unique users with digital accounts

> 10

Digital authenticated platforms

4 yrs

Length of Exo Digital’s partnership with AGL

16

Significant projects and initiatives supported to date

Our solutions

Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.

Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.

Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.
Embedded consultancy
Embedded within both an AGL Scrum team and AGL’s Experience Design team, our consultants simultaneously supported rapid delivery of new features whilst developing blue-sky concepts to guide the roadmap.
Stakeholder management
Being able to unpack and redefine problem statements on the fly, build relationships, and influence and collaborate with stakeholders, is critical to achieving success when working with large enterprise clients.
Research driven user-centred design
Each initiative began with research and data gathering to understand user needs. Creation of UX artefacts to enable baseline understanding, informing design activities was a key part of our consultant’s work.
Visual and content design
Creation of clear and compelling visuals and written content is vital when communicating product value to customers, and in helping platform users understand and manage their services.
Rapid prototyping and user testing
Being able to validate design decisions before or during the development process enables improvements to be implemented sooner, meaning better experiences reach users earlier.
Co-design and facilitation
These techniques help extract knowledge from SME’s and stakeholders which leads to better design decisions. Taking stakeholders along on the design journey is also vital to winning their support.

Focus areas

Better self-service

A key goal for AGL is increasing the percentage of digital-only users (those who self-serve online without assistance). Achieving this requires creation of intuitive, fully-featured online self-service flows.

Happier customers

Striving to deliver world-class digital experiences to make users’ lives easier. Turning detractors into promoters and improve customer loyalty - reducing churn for the business in the long run.

Product vision

Creating a roadmap for transformation of AGL’s digital platforms which reflects it’s future as a multi-product retailer.

Driving sales

Making it easier for people to discover and purchase AGL’s products and services. Turning prospects into customers, and encouraging customers to switch more of their services to AGL.

Trust and confidence

Strengthening trust in the AGL brand by delivering quality experiences, communicating clearly with customers and adopting a strong and dependable security stance across platforms.

Case studies

AGL Payment Arrangement

Providing more options for
customers with bill-stress

Protecting users with an extra layer of security

View case study

Direct Debit UX Uplift

Reducing user confusion
and missed payments

Protecting users when login seems unusual

View case study

AGL C&I PROJECT

Creating a digital experience for commercial and industrial businesses

View case study

Explore more

AGL - Exo Digital
partnership timeline

⬤

2024

Future state login UX - created a guiding vision for future state login features including biometrics and passkeys.
Universal Login Shaping and Elaboration - created a roadmap to improve UX across all login flows.
My Account Vision - key contributions to a strategic vision re-imagining the future of the My Account platform.

⬤

2023

MFA, AMFA and Credential Guard - design for key features improving security for millions of AGL platform users.
Consumer Data Right - ensuring a usable CDR experience for AGL customers and regulatory compliance for AGL.
Add internet/mobile plans - designing optimised flows for cross-sell. Achieving increased sales and awareness.
Move Tracker - reducing calls with a digital solution to provide information when moving services a new home.
Direct Debit Uplift - achieving increased direct debit adoption with quick-win solutions to user pain points.
AGL Payment Arrangement - reducing call center load with a self-service solution for users under bill stress

⬤

2022

Telco Order Tracker - designing a solution to give users more visibility and control of new service connections.
Bill smoothing & unified payments - developing a strategic UX vision to tackle key user pain points around payments.
AGL C&I Business website project - to generate more leads within the Commercial and Industrial Business sector.

⬤

2021

Telco Single Sign On - improving customer satisfaction by enabling self-service control of mobile service features.
AGL Bundle Experience - driving sales and reducing churn by making it easy for customers to bundle multiple services.
AGL Employee Experience - making employee’s lives simpler with a consolidated workplace toolset.
Virtual Assistant - making self-service easier by improving the AGL Virtual Assistant customer experience.

Benefits of embedded consultancy

Deeper knowledge to inform better designs

Understanding product roadmaps and trends, connecting dots between initiatives, and immersion in AGL’s ongoing customer research program all enabled our consultant to make better design decisions for AGL.

Developing relationships, and influence

The embedded model enabled the consultant to earn respect and influence over time - essential to affecting change in an enterprise environment with competing business priorities. Co-design was key to achieving results and maintaining relationships.

Lasting benefits through Design Leadership and Ops

An embedded consultant can help improve ways of working within the client’s organisation. We helped better integrate UX within the agile approach, and contributed to Design Ops initiatives including design quality assurance and designer onboarding.

Choosing the   engagement model

Embedded consultancy   or managed project?

We’ve worked with AGL and other clients using both an embedded consultancy model and by bringing individual projects under Exo Digital management. The choice of approach depends on several factors, discussed below.

Goals and environment

Where the goal is a clearly defined deliverable and responsibility of stakeholders is clear, a managed project may be a good option. When goals and organisational politics are fluid, consultants may offer more value embedded in the organisation.

Maturity and capacity

For some initiatives, project management can be crucial to successful delivery. When a team isn’t set up to manage digital projects, lacks capacity, or is hindered by internal factors, an Exo Digital managed project may be the route to success.

Work with us

We love to work with businesses who have problems we can help solve. Find out how we can help you achieve your business goals.

Get in touch today

Let's innovate together

hello@exodigital.com.au

1300 92 99 92

Book a call

Let's innovate together

hello@exodigital.com.au

1300 92 99 92

Book a call

Let's innovate together

hello@exodigital.com.au

1300 92 99 92

Book a call

Helping Australians manageenergy, internet and mobile