adding mobile app payments at pacificorp€¦ · project keys to success, lessons learned cont....
TRANSCRIPT
Adding Mobile App
Payments at PacifiCorp
Industry Overview
Rob Gilpin
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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
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Total App Downloads Jan 2010 – Aug 2016 YTD
iOS: 617,840
Android: 309,513
Total: 927,353
iOS Android
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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
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Learn More – Get the White Paper
Ask us how you can download this and
other resources.
Pacific Power and
Rocky Mountain Power Mobile App
Dante’ Hill
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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
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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.
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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)
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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
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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
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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
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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
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Android
Visuals – Home Screen
Apple
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Visuals – Account
Android Apple
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Visuals – Make a Payment
Android Apple
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Visuals – Equal Pay
Android Apple
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Visuals – Report Outage/Outage update
Android Apple
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Quick stats
ACH and card payments via mobile app have more than doubled their
monthly volume since initial go live in 2015. 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)
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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:
Email 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 email
Facebook posts and app install ads
Internal communications and call center agent training
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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
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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
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Initial impressions
You did ok here…
What our customers think…
You can do better here…
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Contact Info
Dante’ Hill
Customer Services/
Business Technology
503-813-7432
Rob Gilpin
Sales Director
251-709-1099