Because of its user-focused, well thought-out design, the app has enjoyed excellent user acceptance. With a clear focus on the task at hand, the app helps users complete the necessary steps quickly and easily. Its benefits are also evident when you compare it with website use on mobile devices: 69% of all mobile sessions run via the app.
“Access through the app is more convenient and easier for users,” explains Christian Polanski, Principal at KPS and responsible for usability of the app. “The app also provides a service that is completely tailored to the user.”
Using the app, innogy customers can view and amend their contract data, adjust discounts, review invoices, contact the relocation service, or report meter readings.They also receive special offers for leisure activities as well as practical housekeeping and energy-saving tips.
Jennifer Deborah Tamblyn, Business Owner Digital Sales & Service at innogy: “We are continually making improvements to our app without having to constantly reorganize or change everything. This has the advantage that our customers can always find their way around quickly and use the app consistently and continuously.”
The app was developed by an interdisciplinary team that is also responsible for its continuous optimization. KPS works closely with the responsible developers in this regard.
“We discuss problems and approaches, and resolve issues together – across the various disciplines,” Polanski explains. “This has also contributed to our mutual success, which has again been demonstrated with this accolade.”