Trustpower
Providing Trustpower customers self–service with a native app.
About
As one of New Zealand’s largest energy and telecommunication companies, Trustpower supplies electricity to over 280,000 customers nationally. As a pioneer in multi-product services including power, gas and telecommunications – Trustpower embraced a customer mindset to design their mobile app.
Trustpower’s objective was to deliver an app their customers would actually use regularly – to view service usage and billing details – and to quickly make payments and take up offers.
I worked with our agencies CX team rapidly prototyping to support their customer research and led the detail design in close collaboration with the client product team and their delivery partner.
A framework for all
The experience of the app was designed around customers not having all services – power, gas and broadband with Trustpower. The framework ensured that whatever the combination of services a customer might have, the experience would be the same. This also allowed for future enhancement or addition of services such as onboarding and order tracking.
Getting the balance right
Insight suggested that viewing your outstanding bill every time you opened the app would potentially lead to negative sentiment, therefore an app experience that would allow emphasis to be placed on the value delivered by Trustpower was prioritised. Your bill details although presented secondary in the hierarchy of the app – are still obvious to view, access and action. The app provides a seamless bill-paying experience ensuring customers are able to receive early payment rewards through notifications and multiple payment options.
New features after MVP
Once the MVP of the application was defined and delivered to the development partner, two other key pain points for customers were focused on. The first was for new customers onboarding to the company and the uncertainty around getting broadband installed. The second was around maintenance and faults of Trustpower’s services and if they might be affected.
