Problem
Gas South has a large contingent of users who access our online platform from their phones. We wanted to design an application specific to the mobile experience to give our customers the best possible experience.
Objective
To create a seamless web experience as customers transition from prospective to customers. Creating an
easy-to-use platform for customers to self-serve easily.
easy-to-use platform for customers to self-serve easily.
User Goals
Easy Bill Pay: Pay bills quickly and securely.
Account Management: View and update account information.
Renew plan: Choose or renew plans
Convenience: Manage accounts on-the-go using a mobile device.
Design Requirements
Responsive Design: App should be optimized for mobile devices (e.g., smartphones, tablets).
Accessibility: App should follow accessibility guidelines (e.g., WCAG 2.1).
Security: App should ensure secure payment processing and data storage.
Branding: App should reflect Gas South's brand identity (e.g., logo, color scheme).
By adhering to existing design standards and prioritizing usability, the Gas South app provides customers with a seamless and user-friendly experience, making it easier for them to manage their accounts, pay bills, and access energy usage insights.
Results
• 30% Reduction in Customer Support Calls: The app's intuitive design and comprehensive features
have reduced the number of customer support calls, resulting in cost savings and improved
customer experience.
have reduced the number of customer support calls, resulting in cost savings and improved
customer experience.
• Improved Customer Engagement: The app provides a convenient and user-friendly way for
customers to manage their accounts, leading to increased engagement and satisfaction.
customers to manage their accounts, leading to increased engagement and satisfaction.
• 25% Increase in Online Bill Pay Adoption: The app has significantly increased online bill pay
adoption, reducing manual and paper bills.
adoption, reducing manual and paper bills.
• 300 App downloads in the first month
