Dominion Energy | Customer Mobile App

Dominion Energy, 36% Increase YoY of Monthly Active Users

Dominion Energy asked a dozen mobile service design companies to submit big ideas for their first customer mobile app with a simple brief: “What If?” Shockoe turned the brief on its head, asking, “What’s Next?”

Making the Best of a Bad Situation​
“Getting updates would be nice. I don’t want a call. I don’t usually pick up numbers I don’t recognize anyway.”
– Amber, Residential Customer.

We found that Dominion customers desired answers to four main questions during an outage:

Am I prepared?
Do I need to call?
Who else is impacted?
Where can I go?

Instantly Answering Your Most Pressing Questions​

• Am I Prepared? Do you know what to do now that you’re out of power? How long are you prepared to go without power in your home until you need more supplies?
• Do I Need to Call? The times of waiting on hold are over. Customers can now reach into their pockets and report an outage with just a few taps.
• Who else is impacted? Knowing how many people in your area are without power can help predict how long an outage will last.
• Where Can I Go? For the first time in a utility app, users can quickly find the nearest restaurants, gas stations, and lodging that still have power.
• Is My Power Restored? When users report an outage, they can choose to receive notifications when their power is expected to be restored and/or when it is fully restored.

Did We Have to Blow Up the Back to Build a Beautiful Front?​

Nope. Dominion Energy clarified that we had to rely on their current web services and architecture, which wasn’t a problem. We used various tools to ensure seamless integration and an elegant user experience.​