Providing utility customers with an engaging, accessible mobile app experience
Entergy Corporation is an integrated energy company engaged in electric power production, transmission and retail distribution operations. Entergy delivers electricity to 3 million utility customers in Arkansas, Louisiana, Mississippi and Texas. Entergy owns and operates one of the cleanest large-scale U.S. power generating fleets with approximately 30,000 megawatts of electric generating capacity, including 8,000 megawatts of nuclear power.
As customer expectations evolve and disruption within the industry accelerates, Entergy wanted to provide its customers with a mobile app solution that would scale to meet changing demands. Mindgrub designed, developed and delivered a native iOS and Android application, enhancing the customer experience.
Entergy is building the premier utility and is continuously striving to create a more sustainable future for their customers, communities and world. With the belief that all companies should be good corporate citizens, Entergy continues to be a leader in economic growth, environmental sustainability, and social responsibility throughout its service territory. Therefore, it was important to Entergy that its mobile app meet the needs of their diverse customer segments. The app needed to offer tooltips and make it easier for customers to pay bills, report outages, interact with the outage map, and more.
As part of our “Sprint 0” discovery process, we conducted a comprehensive review of all branding materials and competitors’ applications, and performed an API audit and technical assessment. We used information gathered from 150 ethnographic interviews conducted by Entergy’s market research group to better understand their unique customer base and establish the necessary functional requirements to meet and exceed customer expectations.
To identify all possible user types, we defined and documented user personas and user stories. Once we finalized the layout of the app screens, workflows, and functionality, we used Entergy’s branding guidelines and style guide to design each element of the app.
Bold visual design, custom software development, and strategic systems integrations are fundamental to creating an engaging digital experience.
After we designed and built the following key features, we employed a rigorous quality assurance testing process including integration, system, load/volume, and user acceptance testing to ensure a high level of performance and scalability.
Multiple Ways to Log In
Use account credentials, fingerprint identification, face identification, or the “forgot username/password” option.
Pay a bill in a single swipe or request a payment extension or deferment.
View energy usage, bills, and payment history. Edit profile information and payment methods.
Report an outage, view outage status, access the Storm Center for the latest outage event information, and interact with the outage map.
Access energy savings tips, Entergy news and other brochure content.
Manage notification preferences and account information for multiple premises.
Send mobile feedback or tap a phone number to connect directly with support.
We developed a custom API layer between Entergy's existing backend architecture and the mobile app. This allows us to collect the data provided by Entergy's various systems and format it into a parsable structure to be consumed by the applications. Managing this portion of the process has increased our ability to monitor performance and provide Entergy with additional support.
Facilitated by Amazon Web Services (e.g., AWS Lambda, AWS S3, AWS CloudFormation, and AWS CloudWatch), here are just some of the systems that work in concert to create a seamless and secure app experience.
- TIBCO Middleware
Provides a single point of communication with the mobile app and Entergy’s backend, allowing the app to easily communicate with third-party systems
- Advanced Metering
Allows eligible users to view daily and monthly usage data, and non-advanced meter users to view their monthly usage
Controls account sign-in, manages preferences, and notifications
Tracks real-time outages throughout Entergy territory using data insights and the outage map
Our cross-functional team leveraged a deep understanding of digital accessibility best practices to ensure that the application meets 508/ADA compliance standards.
Screen readers and text-to-speech features (VoiceOver in iOS and Standard Text to Speech API in Android)
User interface enhancements (e.g., touchscreen input)
Textual metadata for all image controls
Color inversions, high contrast, and grayscale color options
Zoom functionality and large font size support
The combination of our strategic approach and comprehensive design and development skills resulted in the successful deployment and launch of Entergy’s customer-facing mobile app. Within just two weeks, the app was downloaded (or updated from the previous version) over 1 million times and received more than 6,000 five-star ratings in the in-app rating system.
Two months after release, app store scores doubled for iOS to 3.4 and increased to 4.0 for Android, and they continue to trend in a positive direction. Entergy’s Mobile App Net Promoter Score also increased by more than 25 points.
By offering customers a more convenient way to access self-service tools, Entergy was able to deliver an enhanced customer experience and remain at the forefront of innovation in their region.
Since relaunching the app, Entergy has been awarded a Silver Digital Experience Award from Chartwell, Inc., a Communicator Award of Distinction for Mobile App User Experience, two Silver w3 Awards for Mobile UX and UI, and a PRNEWS Digital Award in the Campaigns & Products category.