EOn’s mobile app was suffering from poor customer reviews and lacked stakeholder support to improve. External suppliers were deemed to be an issue limiting the development of the app. The EOn energy app was intended to allow you to manage your energy account – pay your energy bill, submit meter readings if you don’t have a smart meter, and provide energy saving tips.
We were asked to develop a mobile app strategy to guide the short and long-term approach to developing mobile app services for EOn domestic customers. At the same time there was a big focus from EOn group on sharing digital expertise and infrastructure across the Group, in which the UK digital team was perceived as thought-leaders.
Improving the EOn energy app
We identified opportunities for the app and introduced programme governance to manage the development pipeline. At the same time we identified KPIs and introduced regular reporting. An internal engagement approach was taken to ensure that senior stakeholders and key people were on board with the app. This short-term strategy delivered a 64% increase in monthly unique log-ins to the app and improved reviews on the app stores.
Designing an EOn app for the future
We developed a visionary strategy to govern the future direction of mobile app services, developing a prototype to illustrate the concept and share the vision with other companies from the group. This helped to establish EOn UK as digital leaders within the group.