{"ai_json_enabled":true,"answer":"Annex approaches simplifying practical customer tasks through self-service digital applications by combining the disciplines needed to test both desirability and feasibility. Annex worked with both ActewAGL and partners to develop an easily accessible web app to allow ActewAGL customers to administer their accounts, make payments and procure new services through the Self Service Platform. WGEA sought the expertise of our Design team to improve the current user interface (UI) design for their website, to enhance their users\u2019 experience whilst staying aligned to the equity of their brand. The pattern across its published work is discovery first, evidence where it is useful, and then iterative design and technical delivery rather than a fixed one-size-fits-all method.","answer_source":"initial_seed_from_approved_annex_knowledge","category":"Web Applications & Customer Portals","category_slug":"web-applications-customer-portals","confidence":"grounded_in_approved_public_brain","conversation_stage":"approach","created_at":"2026-09-11T03:15:00+00:00","date_published":"2026-09-05T13:22:08+00:00","display_date":"2026-09-05","editor_images":[],"freshness_warning":"","id":"annex-qa-10-03","image_ids":["annex_real_006","annex_real_010","annex_real_016","annex_real_015","annex_real_017","annex_real_020","annex_real_003","annex_real_009","annex_real_032","annex_real_002"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f114a19f67392037e51a8f_projects-amsa-mobile.png","inline_image":false,"inline_image_role":"","json_url":"/answer/where-does-annex-begin-when-the-challenge-is-simplifying-practical-customer-tasks-through-self-service-digital-applicati.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"public_disclaimer":"","publish_status":"published","published_at":"2026-09-05T13:22:08+00:00","question":"Where does Annex begin when the challenge is simplifying practical customer tasks through self-service digital applications?","question_intent":"approach","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"where-does-annex-begin-when-the-challenge-is-simplifying-practical-customer-tasks-through-self-service-digital-applicati","source":"approved_annex_public_brain","source_record_ids":["annex-projects-a-personalised-customer-portal-01","annex-projects-always-up-to-date-information-on-covid-19-01","annex-projects-building-a-sustainable-user-interface-01","annex-projects-covid-19-updates-in-your-language-01"],"source_type":"initial_seed_public_brain","source_urls":["https://www.annex.com.au/projects/a-personalised-customer-portal","https://www.annex.com.au/projects/always-up-to-date-information-on-covid-19","https://www.annex.com.au/projects/building-a-sustainable-user-interface","https://www.annex.com.au/projects/covid-19-updates-in-your-language"],"status":"published","tags":["web-applications-customer-portals","approach","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"}