Leading energy company maximizes customer engagement and satisfaction with intuitive self-service options and mobile payment processing
Exelon Corporation is a Fortune 100 energy company that generates and distributes over 35,000 megawatts of power to customers in 48 states, the District of Columbia (DC), and Canada. Exelon is one of the largest competitive power generators in the world, and their six utility companies deliver electricity and natural gas to approximately 10 million customers in Delaware, DC, Illinois, Maryland, New Jersey, and Pennsylvania.
Exelon is deeply committed to actively pursuing excellence and innovating to better serve their customers. Their new applications reflect this dedication to customer-centricity and premium quality service.
The mobile app development project was a major undertaking with two primary goals:
- Improve ease of completing common tasks, such as paying your bill, reporting outages, etc.
- Foster a better relationship between the consumer and the utility by providing exceptional mobile app experiences
Exelon partnered with Mindgrub to execute upon these goals, seeking assistance with native iOS and Android mobile app development, user experience, design, and front-end integration with Oracle Mobile Cloud Service (MCS) back-end systems. Bringing all of these elements together to create a seamless experience required expert knowledge and excellent team collaboration that Exelon found with Mindgrub.
Keeping an agile mind
This was the first large-scale agile development project of customer-facing digital products for Exelon. The complexity, scale, and, in particular, user-driven focus made it an ideal project for the agile process. Two-week sprints were applied across all three utilities, with customer feedback gathered monthly through user testing sessions of the in-progress application.
The team iteratively engaged customers in usability testing from various demographics across the three Exelon energy delivery companies. More than 100 customers were engaged over ten sessions, including one for customers with disabilities to ensure the app was fully accessible. Direct feedback from these sessions was used to shape mobile design and steps needed to complete transactions in an intuitive way.
The team also worked to incorporate innovative functionality, all centered around providing a clear path for customers to manage their utility accounts. A few noteworthy features include:
Exelon has received several awards for the new native mobile apps:
- Silver W3 award for Mobile Features-Best User Experience for Mobile Sites and Apps from the Academy of Interactive and Visual Arts (AIVA)
- E Source award for Achievements in Utility Customer Experience
- Chartwell Gold Best Practices award in the Self-Service category
The new apps have achieved greater than four-star ratings for iOS and Android, whereas apps for similar energy companies on these platforms ranked, on average, lower than three out of five stars. And, thus far, the new apps have been downloaded nearly half a million times.
As with all of our clients, we work as one team, and the Exelon mobile app team continues to collaborate on new innovative features and enhancements to the apps.