Upgrades to our Mobile App for an Improved Customer Experience
In October, we released a new experience on our customer-facing mobile app. This app is a convenient way for US customers to self-serve and manage their National Grid account.
Prior to applying these upgrades, dozens of interviews were conducted with current and previous app users, which allowed us to uncover opportunities to better serve our customers through the app.
Courtney Acker, Product Manager, Mobile Apps and Digital Products said,
We’re driving deeper relationships with our customers to help them feel more supported and more connected to National Grid through effortless engagement delivered directly to their device in hand.
Updates made to the mobile app include:
Ability to log in with existing National Grid web credentials
Biometric login functionality
View of all accounts linked to the National Grid profile
View of basic account and bill information
Better understanding of how much is owed to National Grid
Enhanced SpeedPay payment experience
Improved, stabilized in-app performance
View of payment history for the most recent billing period
Transparency around payment status
Acker said:
Our goal is to make it effortless to interact with National Grid. We know that if we make it easy for our customers to interact with us, it will improve satisfaction. Delivering on digital products like this is giving our customers what they want.
