Gathering Requirements - User Analysis
1. Proposed Tasks
a. View Bill History
Statistical graphs and consumption breakdowns for particular time periods allow users to examine the current power usage in kilowatt-per-hour (kWh). Additionally, users may view their bill that consists of historical electricity usage and completed payment.
b. Pay Electricity bills
Users of myTNB may simply pay their electricity bills using a variety of payment options, including online bank and credit card payments. The software provides the user a transaction receipt when the user completes the payment.
c. Provide Feedback
Additionally, myTNB provides feedback tools in the form of organised surveys that address a range of topics related to the performance, usability, and functions of the app. Users are able to provide comments that highlight their thoughts, problems, or experiences.
2. Personas
a. Persona 1: Tengku Aiman - Residential Consumer
Aqeel, a 35-year-old freelance software developer and tech enthusiast, residesin an urban house with his spouse and two young children. He likes to experiment with and apply new developments in technology in his day-to-day activities. Aqeel is enthusiastic about building a sustainable future and actively works to lessen the environmental impact of his household's actions.
Aqeel feels motivated by a desire to reduce the carbon footprint of his household. He thinks that using technology to effectively monitor and control his family's energy usage is a good idea. Saving money is important, but implementing eco-friendly habits in his home is his main priority.
His main goal is to obtain a thorough understanding of the energy consumption habits of his household. Aqeel wants to implement energy-efficient practices and find places where energy can be saved. In order to coordinate his efforts with lowering consumption and electricity costs, he hopes to obtain clear and accurate billing information.
Traditional metre readings are difficult for Aqeel to understand, which causes uncertainty and confusion about their accuracy. The lack of up-to-date information on energy usage interferes with his actions with the goal of reducing consumption. Besides, he's unclear about his actual electricity usage and frustrated by inconsistent and unclear billing.
Aqeel has access to a user-friendly smartphone application that offers real-time statistics on energy consumption. Having a clear understanding of his household's energy usage habits helps him make more informed decisions about reducing usage. With precise information at his fingertips, Aqeel can reduce his energy costs and bring his family's practices into line with his dedication to sustainability.
b. Persona 2: Nabil - Utility Company (Tenaga Nasional Berhad - TNB)
Nabil, an operations manager at Tenaga Nasional Berhad (TNB) who is forty years old, has a wealth of expertise in managing utility operations. He lives in a city. Nabil is a forward-thinking individual who is enthusiastic about utilising technology to enhance customer satisfaction and efficiency in utility company operations.
Nabil is motivated by his desire to cut expenses and simplify TNB's operational processes. He looks for creative ways to streamline the utility company's metre reading procedures with the goals of increasing accuracy, decreasing conflicts, and enhancing customer satisfaction in general. In order to connect TNB's operations with innovative, effective procedures, he is also willing to embrace technology.
His primary goal is to reduce the need for human metre readings by implementing technology. Nabil wants to improve customer happiness, decrease billing conflicts, and streamline TNB's processes by giving customers more precise and timely billing information. He also wants to use automated metre reading devices to reduce operating expenses and increase efficiency.
Manual metre readings, recurring billing conflicts, and resource-intensive processes are some of the issues Nabil faces as a result of high operating costs. It is difficult to manage TNB's operations effectively and satisfy customer expectations for correct billing in the absence of automated technologies and real-time data.
By installing a tracker, Nabil can utilise an automated system that eliminates the requirement for human metre readings. This reduces operational expenses, streamlines TNB's processes, and lessens billing issues.
c. Persona 3: Firdaus - Energy Conservation Agency Representative
Working for an energy-saving organisation that promotes sustainable practices, Firdaus is a 38-year-old environmental scientist. He is passionate about protecting the environment and lives in a residential region. Firdaus's expertise in analysing data and developing guidelines about energy usage and environmental effects. Firdaus has a great desire to promote renewable energy sources and lower carbon emissions. In order to support sustainable energy practices among the general population, raise awareness, and educate policy-making, he is highly motivated to collect precise statistics on energy usage patterns.
Firdaus aims for precise and up-to-date statistics on energy usage in order to assess the environmental impact. He wants to use this information to develop successful energy-saving policies and initiatives. His main objective is to raise public awareness of environmental issues and to persuade people to switch to renewable energy sources.
Firdaus has challenges because it is difficult to come up with efficient strategies in the absence of real-time data on energy consumption. The agency's capacity to develop effective initiatives and programmes for encouraging sustainable energy practices is limited by the lack of comprehensive information into energy usage trends.
By using the data gathered from the tracker, Firdaus can assist the agency's conservation and sustainability aims by creating effective programmes, raising public awareness of environmental issues, and encouraging the public to use sustainable energy practices by providing precise insights into energy consumption.
3. Scenario
Persona 1 : Tengku Aiman - Residential Consumer
Tengku Aiman is a 35 years old freelance software developer and tech enthusiast, resides in an urban house with his spouse and two young children. Tengku is motivated by a strong desire to reduce the carbon footprint of his household and actively works towards building a sustainable future. His main goal is to understand the energy consumption habits of his household, implement energy efficient practices and find ways to save on electricity costs while prioritising eco-friendly habits.
Scenario: Smart Energy Monitoring
Tengku is eager to use technology to efficiently monitor and manage his family’s energy consumption. He comes upon an easy to use smartphone app that shows current energy use data.
Here’s a scenario :
1. Launch the Application: Using his smartphone, Tengku launches the application.
2. Login and Dashboard: After logging into his account, Aiman sees an overview of his household’s energy use on the dashboard of the program.
3. Real-Time Energy Consumption: Tengku looks through the section on real-time energy consumption where he may view comprehensive data on the amount of power used during the day. The application offers information on the energy-hungry appliances.
4. Energy Usage Patterns: In order to spot trends and peak usage periods, Tengku looks at the energy usage patterns from the previous week or month.
5. Cost Estimation: Tengku may view the estimated cost power based on current use patterns thanks to the application’s cost estimating option.
6. Energy-Saving Recommendations: The app offers personalised advice on how to save energy such as optimising appliance usage or modifying thermostat settings.
7. Billing Information: Tengku looks at the billing information area where he may see precise and understandable billing information. The cost breakdown provided by the tool makes it simple for Tengku to comprehend and budget for his spending.
8. Implementation of Changes: Driven by the newfound understanding, Tengku modifies his daily routine at home by buying energy-efficient appliances or scheduling appliance use for off-peak times. Tengku also can use a solar panel on top of his house to save more electricity usage.
9. Environmental Impact: Tengku is happy that his efforts are in line with his dedication to sustainability and that they not only save money but also lessen carbon emissions.
Persona 2 : Nabil - Utility Company ( Tenaga Nasional Berhad - TNB )
Nabil is an operations manager at Tenaga Nasional Berhad (TNB) who is forty years old and is motivated by the desire to use technology to improve customer happiness and streamline utility operations. His main goal is to use automated technology and real-time data at TNB to decrease operating expenses, billing disputes and increase efficiency.
Scenario: Transition to Automated Meter Reading
Nabil is determined to improve TNB’s operations and customer satisfaction. Here’s a scenario :
1. Identifying Challenges: Nabil examines the difficulties TNB has with resource-intensive procedures, manual metre readings and billing disputes.
2. Investigating Innovative Solutions: Nabil looks into new ideas and finds automated metre reading technology that has the potential to improve customer satisfaction and expedite processes.
3. Proposal for Implementation: Nabil creates a thorough proposal that highlights the advantages of switching to automated metre reading equipment with a focus on higher customer happiness, decreased conflict and enhanced accuracy.
4. Internal Training: To acquaint TNB employees with the new technology and facilitate a seamless transition, Nabil organises internal training sessions.
5. Pilot Program: To evaluate the efficacy of the automated metre reading equipment, Nabil launches a pilot program in a designated region.
6. Monitoring and Evaluation: Nabil keeps a careful eye on the pilot program, gathering information on customer satisfaction, efficiency benefits and accuracy.
7. Modifications and Optimization: Nabil addresses any issues brought up during the trial and optimises the technology’s performance based on the outcomes of the pilot program.
8. Complete-scale Implementation: Nabil installs automated metre reading equipment throughout TNB’s service regions as a consequence of the pilot program’s good outcomes.
9. Real-Time Billing Information: This is now available to clients like Tengku Aiman, minimising billing disputes and giving them access to fast and accurate data
10. Operational Efficiency: TNB’s effective use of automated metre reading technology has resulted in more operational efficiency, lower costs and higher customer satisfaction.
Persona 3: Firdaus - Energy Conservation Agency Representative
Firdaus, an environmental scientist of 38 years old is enthusiastic about encouraging sustainable behaviours and reducing carbon emissions. He works for an organisation that promotes energy conservation. His specialty is data analysis for the creation of energy use and environmental impact standards. Firdaus seeks to gather accurate data on patterns of energy consumption in order to promote sustainable energy practices, increase public awareness and instruct politicians.
Scenario: Real-Time Energy Usage Data for Conservation Programs
Firdaus is determined to obtain accurate and current data on energy use in order to create successful conversation initiatives. Here’s a scenario :
1. Introduction to the Energy Monitoring Technology: Firdaus gains knowledge of a cutting-edge technology that tracks energy usage in residential areas in real time.
2. Using the Data Platform: Firdaus signs into the platform of the energy monitoring system to view a detailed dashboard showing the trends of energy usage in various residential areas in real-time.
3. Analysing Energy Usage Trends: Firdaus investigates the characteristics of the platform, examining patterns in energy usage, pinpointing times of peak consumption and locating regions with above-average energy usage.
4. Identifying Hotspots: Firdaus is able to pinpoint hotspots where concentrated conservation efforts might provide the greatest results by highlighting particular areas with noteworthy patterns of energy consumption.
5. Creating Conservation Programs: Equipped with accurate data, Firdaus starts creating customised conservation plans for certain areas. The main objectives of these initiatives are to raise public awareness, encourage the use of renewable energy sources and promote energy efficient behaviours.
6. Cooperation with Communities: In order to successfully carry out the conservation programs, Firdaus works in conjunction with local authorities and leaders of the community. Real-time data is an effective tool for interacting with and winning over communities.
7. Public Awareness Campaigns: Firdaus starts public awareness campaigns, highlighting the advantages of adopting sustainable habits and the environmental effect of energy usage using the knowledge gathered from the energy monitoring system.
8. Policy Recommendation: Firdaus generates a comprehensive report using the real-time data and makes policy suggestions to legislators, urging them to pass energy efficient laws, encourage the use of renewable energy sources and aid in conservation efforts.
9. Measuring Impact: Firdaus keeps tabs on shifts in energy usage, carbon emissions and public awareness in order to assess the effectiveness of the conservation initiatives.
10. Success and Growth: Firdaus suggests using the energy monitoring system to monitor broader geographic regions in order to increase the beneficial effects on sustainable energy practices given the original conservation program’s success.
In conclusion, Firdaus successfully supports the objectives of the energy conservation organisation by generating projects that have an impact, increasing public awareness and promoting the adoption of sustainable energy practices in local communities through the use of real-time data.
Gathering Requirements - Task Analysis
1. Introduction
Tenaga Nasional Berhad (TNB) offers users the myTNB application, a utility software that provides a convenient platform to manage tasks related to electricity and track power consumption. Users can use this app to view their past bills, pay their electricity bills using a variety of methods, and leave reviews based on their app experiences. The three functions that are important to the myTNB application are viewing bill history, paying electricity bills, and leaving feedback. These tasks satisfy users' needs for convenient payment management, monitoring electricity usage, and providing channels for user input and enhancement.
2. Derivation Of HTA
a. HTA for Task 1
i. User 1 (Tengku Aiman - Residential Consumer)
Link Video on User 1 doing Task 1:
https://drive.google.com/file/d/1QVqBtLQP1NsLl2dWwxWw2qsEZ6zkHrl S/view?usp=drive_link
Textual Presentation:
0 View Bill History
1 Browse www.mytnb.com.my
2 View bill
2.1 Click ‘Bills’ from the taskbar
3 Read the electric bill from the previous months
3.1 Click the selected previous bill
3.2 View the bill
Diagram Presentation:
ii. User 2
Nabil - Utility Company (Tenaga Nasional Berhad - TNB)
Link Video on User 2 doing Task 1 :
https://drive.google.com/file/d/1jG9FxvYhJqqzrHfg5mj_l9vTQm55HAum/ view?usp=drive_link
Textual Presentation:
0 View Bill History
1 Browse www.mytnb.com.my
2 View bill
2.1 Click ‘Bills’ from the taskbar
3 Read the electric bill from the previous months
3.1 Click the selected previous bill
3.2 View the bill
Diagram Presentation:
iii. User 3
Firdaus - Energy Conservation Agency Representative
Link Video on User 3 doing Task 1:
https://drive.google.com/file/d/15_2Ay0VfrnTYvcZFz_qcqQDskNy1OizZ/vi ew?usp=sharing
Textual Presentation:
0 View Bill History
1 Open myTNB application
2 View bill
2.1 Click ‘Bills’ from the taskbar
3 Read the electric bill from the previous months
3.1 Click the selected previous bill
3.2 View the bill
Diagram Presentation:
c. HTA for Task 2
i. User 1 (Tengku Aiman - Residential Consumer)
Link Video on User 1 doing Task 2:
https://drive.google.com/file/d/1mqUGUORXUv609ItjXof-oEQOFW7EW moU/view?usp=drive_link
Textual Presentation:
0 Pay Electricity Bills
1 Browse www.mytnb.com.my
2 Choose account
2.1 Click the chosen account
2.2 Click pay
2.3 Choose the account to pay
2.4 Click pay bill
3 Make payment
3.1 Click the chosen payment method
3.2 Key in payment details
4 Complete the payment
Diagram Presentation:
ii. User 2
Link Video on User 2 doing Task 2 :
https://drive.google.com/file/d/1uDXQRwcTcqaZNmoQMelVcWhEei0wFb uo/view?usp=drive_link
Textual Presentation:
0 Pay Electricity Bills
1 Open myTNB application
2 Choose account
2.1 Click the chosen account
2.2 Click pay
2.3 Choose the account to pay
2.4 Click pay bill
3 Make payment
3.1 Click the chosen payment method
3.2 Key in payment details
4 Complete the payment
Diagram Presentation:
iii. User 3 (Firdaus - Energy Conservation Agency Representative)
Link Video on User 3 doing Task 2:
https://drive.google.com/file/d/1IAbTer8RDHLHhznlsgrBj5-CAgIKqeaD/v iew?usp=sharing
Textual Presentation:
0 Pay Electricity Bills
1 Open myTNB application
2 Choose account
2.1 Click the chosen account
2.2 Click pay
2.3 Choose the account to pay
2.4 Click pay bill
3 Make payment
3.1 Click the chosen payment method
3.2 Key in payment details
4 Complete the payment
Diagram Presentation:
d. Findings from the HTAs for Task 2
Based on the HTAs for Task 2, the “Pay Electricity Bills” task can be summarised as steps for the user to pay their electricity bills using the myTNB app. Before then user can pay it, the user must undergo a series of steps in order to pay the bills which starts with the user must choose an account by clicking on the chosen account. Then, the user must click pay, choose the account to pay and click pay the bill. After that, the user will be directed to the payment section where the user is instructed to finish their payment by choosing their preferred payment method and keying in their payment details. Then, the payment is complete after the user has submitted their payment details and the app shows that the payment is successfully processed by it.
Based on the observation, all 3 of the users follow an identical way to finish the “Pay Electricity Bills” task by following the steps shown in the diagram presentation above. However, there is a key difference to be noted here which is all of the users have different bills, therefore, the amount required to pay the bills differs from user 1, user 2 and user 3 due to them having different electricity bills. Other than that, the users can make payments using different payment methods such as Touch n Go, FPX, etc.
Therefore, the “Pay Electricity Bills” task should adopt the previous functionality such as allowing the user to choose an account to pay the bill and the multiple payment methods for the user to finish their payment.
e. HTA for Task 3
i. User 1 (Tengku Aiman - Residential Consumer)
Link Video on User 1 doing Task 3:
https://drive.google.com/file/d/1SR80Jy5TekXUW6RKga003hZXE9mLQE he/view?usp=sharing
Textual Presentation:
0 Provide Feedback
1 Browse www.mytnb.com.my
2 Create enquiry
2.1 Click ‘Submit & Track Enquiry’
2.2 Click ‘Submit New Enquiry’
3 Insert account number
3.1 Click the option button beside barcode scanner
3.2 Click the chosen account
4 Write enquiry
4.1 Click the chosen enquiry type ‘General Enquiry’
4.2 Click ‘Your Message’
4.3 Type enquiry message
4.4 Click ‘Next’
5 Provide contact details
5.1 Check the contact details
6 Complete the enquiry
6.1 Click ‘Submit’
Diagram Presentation:
ii. User 2
Link Video on User 2 doing Task 3 :
https://drive.google.com/file/d/1d4aTLXcB2BhnsPFo1cpyVvOtKZRfpKqi/ view?usp=drive_link
Textual Presentation:
0 Provide Feedback
1 Open myTNB application
2 Create enquiry
2.1 Click ‘Submit & Track Enquiry’
2.2 Click ‘Submit New Enquiry’
3 Insert account number
3.1 Click the option button beside barcode scanner
3.2 Click the chosen account
4 Write enquiry
4.1 Click the chosen enquiry type ‘General Enquiry’
4.2 Click ‘Your Message’
4.3 Type enquiry message
4.4 Click ‘Next’
5 Provide contact details
5.1 Check the contact details
6 Complete the enquiry
6.1 Click ‘Submit’
Diagram Presentation:
iii. User 3 (Firdaus - Energy Conservation Agency Representative)
Link Video on User 3 doing Task 3:
https://drive.google.com/file/d/1fNaKdSHvq-pbSLshFtiTNWRFmyMjJ99t/ view?usp=sharing
Textual Presentation:
0 Provide Feedback
1 Open myTNB application
2 Create enquiry
2.1 Click ‘Submit & Track Enquiry’
2.2 Click ‘Submit New Enquiry’
3 Insert account number
3.1 Click the option button beside barcode scanner
3.2 Click the chosen account
4 Write enquiry
4.1 Click the chosen enquiry type ‘General Enquiry’
4.2 Click ‘Your Message’
4.3 Type enquiry message
4.4 Click ‘Next’
5 Provide contact details
5.1 Check the contact details
6 Complete the enquiry
6.1 Click ‘Submit’
Diagram Presentation:
f. Findings from the HTAs for Task 3
Based on the HTAs for Task 3, the “Provide Feedback” task is a series of steps that allows the user to provide the TNB with their feedback about their experience with the myTNB app. The task starts with the user creating an enquiry and inserting their account number into it or choosing their account by clicking on the option button beside the barcode scanner. Then the user must fill in the enquiry form. After that, the user must provide their contact details for the enquiry and after the previous steps are finished, the user can click the “Submit” button to submit their feedback.
Based on the observation obtained, all of the 3 users perform the task according to the presentation diagram shown above. However, the difference came from when the user typed in the enquiry messages. The users might have different feedback that they wanted to lodge to the TNB about their own experiences when using the app hence, all of them will provide different feedback about the myTNB app.
Therefore, the “Provide Feedback” should keep the same functionality as the myTNB app from creating an enquiry to typing the message to submit the feedback. However, the task proved to be quite tedious to finish hence, a feature to allow the user to choose a simplified way to provide feedback must be added to make it easier for the all range of users to perform the task.
3. Design Requirements
We have identified some requirements and enhancements that have the potential to significantly advance the present system development, based on the information and requirements gathered from the series of interviews.
First of all, myTNB application is essential in enabling customers to simply handle their activities relating to electricity. A collection of design criteria, motivated by task analyses and user personas has been developed to improve user experience and address changing demands.
The primary design criterion supports including important functionality within the myTNB application. Through the integration of payment, bill history and feedback features into a single interface, the program seeks to improve efficiency and reduce duplication in user interactions. This connection supports the objective of offering a smooth and intuitive user experience.
Secondly, high-tech user interface lies at the heart of the suggested improvements. Focusing on sophisticated features, the UI is designed to appeal to tech-savvy users such as Tengku Aiman, thereby increasing the application’s visual appeal and level of engagement. User pleasure and simplicity of use are greatly enhanced by a modern and user-friendly interface.
Users may monitor electricity usage using statistical graphs and breakdowns by using real-time energy consumption tracking which becomes an essential necessity. Users like Tengku Aiman may use this tool to make more informed decisions that will lower expenses and have a less negative impact on the environment. It is in line with their sustainability aims. Energy usage trends can be better understood thanks to the real-time surveillance.
Lastly, a suggested feature notifies users of impending bills, payment deadlines and modifications to billing information in an effort to increase user awareness. By keeping users informed, this reduces the uncertainty that comes with traditional metre readings and makes it easier to make wise financial plans.
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