Adding Mobile App Payments at PacifiCorp

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Paul Dalton
5 years ago
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1 Adding Mobile App Payments at PacifiCorp

2 Industry Overview Rob Gilpin

value Proactive contact Personalization Customization Omni-channel service

3 Changing Customer Expectations Then Fair value for fair price Responsive service Quality and reliability Courtesy and empathy Ease of doing business Now Superior value Proactive contact Personalization Customization Omni-channel service Mobile-first mindset Right-time data * Chartwell Industry Presentation Mobile self-service tools and apps 3

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5 Total App Downloads Jan 2010 Aug 2016 YTD ios: 617,840 Android: 309,513 Total: 927,353 ios Android 5

6 Top Native App Functionalities Primary: Bill Pay / Bill Presentment View Outage Map Report Outages / Check Outage Status View Consumption Manage Preferences Secondary: Photo Submission Pre Pay Scheduling Start-Stop-Transfer 6

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10 Learn More Get the White Paper Ask us how you can download this and other resources. 10

11 Pacific Power and Rocky Mountain Power Mobile App Dante Hill

12 Presentation Overview Pacific Power and Rocky Mountain Power overview History in the mobile space, path to a mobile app Partnering with a third party Project keys to success, lessons learned Initial impression (Analytics) Next steps 12

13 Pacific Power and Rocky Mountain Power Overview Pacific Power serves over 730,000 customers in Oregon, Washington and California, covering over 35,000 square miles. Rocky Mountain Power serves over 1,000,000 customers in Utah, Wyoming and Idaho, covering over 109,000 square miles. Pacific Power and Rocky Mountain Power leverage two geographically disbursed call centers located in Portland, Oregon and Salt Lake City, Utah. The call centers are operated virtually to serve all customers. 13

14 History in the mobile space, path to a mobile app Lack of mobile friendly options for smart device web users Deployment of limited outage option (2010) State based outage information, manually updated, not connected to OMS /mobi site Assessment of options (2013) Self-Service strategy updated to have better grasp of digital channels Mobile friendly, responsive design, native app (One versus other, or both?) Decision on phase one (2014) One-third of our customers are accessing our websites via mobile devices Design for mobile first Develop a mobile app and launch basic self-service features Deploy phase one (2015) Customer specific outage information Pay Bill and account balance snapshot Push Alerts, social media links, click to call contact us features Deploy phase two (2016) Your Account dashboard View copy of full bill within app Paperless billing enrollment/status Equal Pay enrollment/status Ways to Save (Energy efficiency articles) 14

15 Finding a Partner Strong footprint working with Utilities Understanding of Utility challenges Strong history of developing utility based self service options Cross functional deep dive sessions Ongoing daily communication throughout project High accountability Focused on solutions Strong security features Authenticated and encrypted communications between PacifiCorp, ifactor and Western Union No customer information held in unencrypted state Other aspects Adaptable architecture and expandable capabilities such as outage maps, user preference management, proactive message composition, and two-way SMS 15

16 Project keys to success, lessons learned Team Strong partnerships PacifiCorp established a cross functional team with PacifiCorp had an established partnership for card payments with Western Union and KUBRA/iFactor All members committed to frank, frequent,detailed discussions Establishes trust, removes boundaries, frees thinking and refines focus Openness to acknowledge any gaps, aggressively focused on solutions while remaining creative Protects scope and schedule Key members engaged throughout project (Core team included: Business, IT, Communications, Executive support) QA, it s a thing. Focus on highest priority tests combined with exploratory testing (Act like a real user) Timely communication to the project team to promote quick resolution of issues Keep the ship moving 16

17 Project keys to success, lessons learned cont. Make it work, break it, then make it work again (Before your customers see it) Usability testing Over 40 hours of customer 1:1 use of the app providing direct feedback (both projects) 22 customers over a four day period, two geographically distinct areas Included Pacific Power and Rocky Mountain Power customers Feedback received allowing tuning of app before go live Customers scored the app a 9.2 on a 10 point scale Load testing Simulation of a large outage generating high volume system traffic without impact to the ability to make payments using the app Security testing Extensive vulnerability and spoofing tests conducted, e.g. user account password reset by unknown third-party 17

18 Project keys to success, lessons learned cont. Make it work, break it, then make it work again (a bit more ) QA, still a thing Let s make our test environment as similar to production as possible What can go wrong? How can we simulate it? Pilot period before go initial go live One last check before app is exposed in app stores 18

19 Visuals Home Screen Apple Android 19

20 Visuals Account Apple Android 20

21 Visuals Make a Payment Apple Android 21

22 Visuals Equal Pay Apple Android 22

23 Visuals Report Outage/Outage update Apple Android 23

24 Quick stats ACH and card payments via mobile app have more than doubled their monthly volume since initial go live in Steady growth every month. ACH increased from ~5,900 to ~12,800 (>136,000 overall) Card increased from ~1,900 to ~4,400 (>45,000 overall) Mobile App use still growing Promotion of App is key Almost all customers during usability testing for phase 2 in 2016 told us they were not aware we had an app App growth increased by 1/7 in one month after phase two (Downloads ~90,000) 24

25 Project keys to success, lessons learned cont. Communications (Early, often, in and out) Partnering with Communications group from the beginning of project concept is key Communications team: Digital Strategy stakeholder, member of mobile app project core team Communications internal and external, before and after go live are critical for shaping customer impressions Communications included: blast to customers News release Web banner on mobile browsers to encourage app downloads Promotion on websites including a short video about the app Message on bill & bill envelope Newsletter articles - both print and Facebook posts and app install ads Internal communications and call center agent training 25

26 Project keys to success, lessons learned cont. ios, Android, phones, tablets, phablets, oh my! Look and feel of app for ios vs Android Look and feel of tablet vs phone (Portrait view only on phone, landscape or portrait on tablet) Use of space on tablet Alerts and display in ios vs Android Android devices has wide variety of look and feel Limit the versions of OS you will support (E.g. two back from current) Testing impacts (Virtual testing balanced against physical device testing) Learning curve Complexity of understanding alerts Surprises always occur (additional security tests, regression testing) Keep QA out of the specific verbiage quagmire 26

27 Project keys to success, lessons learned cont. Mobile app users (You get one shot) Ensure self-service centric Complete process within the app Very few steps to complete transaction Minimize verbiage Customer driven processes Aesthetics still matter Bright images that relate to the content behind it Images are buttons Update news content ongoing Align visuals to web and other communications to ensure branding Customers will tell you and everyone will know Web reviews are seen by provider and recipient, mobile app reviews are seen by EVERYONE App users rarely give you a second chance 27

28 Initial impressions What our customers think You did ok here You can do better here 28

29 Contact Info Rob Gilpin Sales Director Dante Hill Customer Services/ Business Technology

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