Consumer Affairs Victoria: Online Videos
Rental bonds: From complex to convenient.
The Challenge - New software brings new lessons
The Residential Tenancies Bond Authority (or RTBA) is a state-run organisation tasked with the management of rental bonds. RTBA Online is a safe and secure system for undertaking those bond transactions. You can lodge, claim and transfer bonds in a quick and convenient way. Used by property managers and tenants alike, RTBA Online meant the end of paper forms, fax machines and chasing tenants for signatures.
The problem was, no one knew about it.
After running an education campaign, Consumer Affairs Victoria saw an increase in digital transactions, but users were still finding the transition tough.
User feedback and competitor research indicated that uptake would benefit from some clear, instructional videos and Consumer Affairs Victoria appointed us to do just that.
To meet budget requirements, careful planning went into each script and storyboard. A system was created where simple repetition and a segmented animation style meant that each video would appear unique, while being cost efficient.
The Insight - Finding a reason to learn
With businesses moving closer to an entirely digital workspace, the introduction of new software and processes needs to be simple and streamlined.
As we became familiar with RTBA Online it became clear that the process, despite being a distinct improvement on the old system, was not particularly intuitive for a newcomer.
Clear instructions might be important in smoothing any issues that may arise, but a gentle reminder of the benefits of the new system would encourage the user to stick with it and actually see those benefits make their job easier.
The Solution - Streamlining the answers
In order to get the audience on board, we proposed an addition to the tutorials, a short intro to each video that touched on the benefits of using the new system. This helped the viewers understand how the video would directly affect them and their day-to-day tasks.
Altogether five videos were created for the series. With a style developed under the Consumer Affairs Victoria brand guidelines, we focused on visual direction with simple, clear graphics. Each visual was animated with life and personality, softening the corporate edge and creating a relaxed, personable feel. After all, we needed the videos to be visually engaging and simple to understand.
The videos were distributed through a variety of channels to the end user, guiding them through the new processes and helping Consumer Affairs Victoria take another step towards phasing out the old and welcoming in the new.