Elliott Hey
UX/Product Designer, Service Designer, User Researcher
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07402 840 161
motiveux.design@gmail.com
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npower Customer Mobile App
Project: Customer Engagement
Role: Lead UX Designer
I was responsible for the design and delivering the new npower mobile app for customers.
Background
I was recruited to lead the Mobile UX for npower’s next generation mobile app. The previous app was a hybrid app that basically replicated the website.
The goal of the new app was to replace the current app with something that would stand out amongst the crowd and motivate customers to engage more with their energy. We put out a tender to build the app and had over 50 responses. We chose a 3rd party build team that had good experience in developing native apps and proposed a great concept for us.
I was the UX Lead responsible for:
Leading the UX on the project (scrums/daily stand-ups)
Developing UX requirements
Producing the wireframes in Axure
Conducing user testing on early designs
Managing the visual design
Approach
I worked closely with the 3rd party build team to refine the concept to a workable solution. I created simple prototypes to test the concept. I then added layers of interactivity and aesthetics to bring the design to life. Each time testing with end users to make sure that it would achieve our goals and not alienate some of our less technically savvy app users.
The agile team comprised 2 PMs (one from the 3rd party), scrum master, BA, Technical lead, 2 API developers, 4 iOS developers, 4 Android developers, 4 testers, a UX Architect and a visual designer. The project took approximately 9 months to deliver, from concept to launch.
One of the more novel design features of this app was that the information was presented on a timeline. This timeline would sweep in when you logged in and land on ‘today’ The user could then swipe left and right to see past and future events. We also provided this information in a table format for those that preferred a more traditional and accessible presentation
Not everyone liked (although most did) the aesthetics of this visual style so we also provided alternatives for the user to choose from, eg. higher contrast - black and white. I designed an 'optional' onboarding tutorial that overlaid the screen to provided tips on how to get the best out of the app.
npower mobile app screenshot - energy timeline
Results
When the app was launched it received great feedback in the app stores. We monitored customer satisfaction using ForeSee.
In 20-9-2015 the ForeSee customer satisfaction ratings were:
Android: 90%
iOS 81%
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