BSES Yamuna Power Limited
An Indian domestic power distributor sought to modernize its electricity consumption and bill management application to enable secure transactions, streamline complaint registration, and simplify new connection requests.
Covering a service area of 700 sq. km with a customer density of 3,100 per sq. km, the client serves 4.5 million customers through the region’s most advanced distribution network. As their strategic partner, we enhanced the application by introducing multilingual support to elevate the user experience, refactoring the codebase, and seamlessly integrating it with legacy APIs.
- Project Type : Enterprise Application
- PlatformMobile Application
- Client : BSES
- Location : Delhi
- Contact:Non Disclosure
- Duration : 1 Year
Challenges
The client’s enterprise-level payment application on iOS and Android lacked a user-focused design and faced challenges in effectively engaging its audience. To remain competitive in the fast-paced digital environment, the client sought to reimagine the application by making it more intuitive, feature-rich, and engaging. Their objective was to create a seamless user-centered design experience, revolutionize the bill-payment ecosystem, simplify user interactions, and integrate strategies to enhance customer engagement with App.
Our Design Strategy
To address the challenge, the following design strategy was implemented:
User-Centered Research and Analysis
- Conducted in-depth user research, including surveys, interviews, and usability testing, to identify user pain points, behaviors, and expectations.
- Developed user personas and empathy maps to understand diverse consumer needs and motivations.
Seamless User Experience (UX) Design
- Redesigned the user interface to focus on simplicity, intuitiveness, and accessibility.
- Incorporated visual hierarchy and optimized navigation for a streamlined user flow.
- Integrated multilingual support to cater to a broader audience base.
Feature Enrichment
- Added advanced features, such as one-tap bill payment, transaction history, and personalized recommendations.
- Enabled push notifications for bill reminders and promotions to boost engagement
Enhanced User Interactions
- Simplified the payment journey with fewer steps and visual cues for guidance.
- Designed interactive elements like dynamic dashboards for real-time payment insights.
Customer Engagement Initiatives
- Embedded features like feedback mechanisms to increase engagement.
- Provided users with personalized offers based on their payment history and preferences.
Design System Implementation
- Created a scalable design system to ensure consistency across iOS and Android platforms.
Testing and Iteration
- Conducted usability testing with target users to validate the design and identify improvement areas.
- Iterated designs based on feedback, ensuring continuous refinement and alignment with user needs.
Stakeholder Interviews
Conducting stakeholder interviews for the BSES Yamuna Power Limited mobile application requires a focused approach to gather insights into the needs, expectations, and challenges faced by various stakeholders.
Our Approach
To modernize the BSES mobile application, a user-centric design approach was implemented. The process began with stakeholder interviews and user research to identify pain points in bill payments, complaint registration, and new connection requests. User personas and journey maps were developed to guide feature prioritization, including multilingual support, one-tap payments, and real-time complaint tracking. Wireframes and prototypes ensured an intuitive design, while collaboration with developers enabled seamless integration with legacy APIs and secure transaction features. Usability testing validated the design, and analytics post-launch drove continuous improvements. This approach transformed the BSES app into a user-friendly, feature-rich platform, enhancing consumer satisfaction and engagement.
High-Fidelity Mobile Screens
Developing a high-fidelity (hi-fi) design for the BSES app focuses on modernizing its electricity consumption and bill management features to facilitate secure transactions, streamline complaint registration, and simplify new connection requests. The process starts with requirements gathering and user research, progressing to initial planning and wireframing. High-fidelity mockups are then crafted, emphasizing key screens. These designs are refined through iterative prototyping and usability testing to ensure a smooth and intuitive user experience.
Design and Business Outcome
The engagement concluded successfully with the app redesigned, rigorously tested, and redeployed. A key factor in the successful re-launch was the development team’s unwavering commitment to excellence and a well-defined roadmap for modernization established early in the project. Post-engagement, the client experienced significant benefits, including:
- Establishing a robust foundation for an advanced app ecosystem to enhance user engagement.
- Implementing a secure payment system, increasing operational capacity by 70%.
- Designing an improved app layout that boosted the adoption rate by 60%.
- Enhancing navigation simplicity and seamlessness for a better user experience.
- Adopting an agile methodology that improved app functionality efficiency by 80%.