In 2021 and 2022, BETA worked with the Australian Energy Regulator to find ways to improve the Energy Made Easy (EME) comparison website, a free independent government service that helps customers compare all energy providers and find the right plan for them.
BETA analysed call-centre notes and web form data held by the AER, conducted qualitative user testing on both the existing website and prototype design, and ran several surveys and experiments with both EME users and the general Australian population.
The research identified ways to steer customers more effectively through the search questions and filters, focus attention on critical information, and build confidence by showing customers how their current plan compares to other options.
The redesigned EME website has resulted in more users completing a search and reaching the results page, taking a high accuracy pathway to see more precise estimates, clicking through to look at individual plan details and making a switch to another retailer.
BETA also evaluated the impact of the Better Bills Guideline, Better bills impact report: How the AER’s Better Bills Guideline drives consumer confidence and market engagement.
BETA previously did research to inform the development and implementation of the Better Bills Guideline, see Electricity information to fit the bill, 2018 and Improving energy bills, 2021
