New Power Cut App for Western Power Distribution
We're excited to announce that Gravitywell has designed and built a consumer power cut reporting mobile app for Western Power Distribution. In addition, we also produced a matching web-based application for support staff to manage incoming reports as well as communicate with consumers directly through the apps.
WPD supplies electricity to 8 million customers across the Midlands, South West and Wales. When a power cut occurs, they need to resolve it as quickly as possible and keep the customer informed along the way.
We carefully planned and developed an iOS and Android application for customers, focusing on a positive user experience that promotes simple communication with support staff and quick resolution of issues, while reducing the burden on telephone support and time taken filling out forms.
“In launching a new app, we were keen to get involved with a local company that understood what we wanted and could work alongside our existing internal systems. The project was a lot more technical than we had originally anticipated but thanks to Gravitywell we have been able to provide an extremely useful customer service tool which has been well received.”
Emma Vincent, Project Manager, Western Power Distribution
Users can submit a report to WPD for further action, check the status of a powercut, search a map of known incidents, get alerts when a powercut may be affecting their favourite locations, and view advice for what to do when experiencing a power cut. The app is easy to use and helps consumers get the information and support they need in the shortest time possible.
Gravitywell worked with the WPD support centre in Cardiff to ensure the tools were designed to fit the team's workflow. The apps themselves were designed to be as intuitive as possible during a domestic emergency.
“The Gravitywell team had to quickly learn Western Power’s existing support structure and how to connect seamlessly with various systems, before delivering on a vision that offers real value for the company. It was hugely important to us to produce a product that makes life easier for customers while being an effective and enjoyable tool for the support staff to use. Direct collaboration with the staff was key to making sure that happened.”
Jack Hayward, Technical Director, Gravitywell