Gartner Research

Best Practices for Creating and Delivering Compelling Customer-Facing Utility Apps

Published: 16 October 2015

ID: G00276994

Analyst(s): Chet Geschickter , Jason Wong


Utility customers are moving to mobile to manage their service providers. It is time for utility CIOs to invest in mobile app excellence as apps become an important digital engagement channel. Follow these best practices to accelerate progress.

Table Of Contents
  • Key Challenges



  • Treat Utility Mobile Apps as Products to Be Continuously Improved and Enhanced, and Assign a Product Manager Responsible for Overall Success
  • Roll Out Focused Apps That Target Specific Usage Scenarios and Types of Users, and Avoid App Feature Bloat
  • Build Interfaces to Systems of Record as Part of a Flexible Architecture That Supports Mobile Apps, the Web and Other Digital Channels
  • Adopt Bimodal Practices to Manage Mobile Apps, Including Adaptive Sourcing for Areas Like User Experience Design and Mobile Testing
  • Capture Engagement Metrics to Track Feature Adoption, Guide Planning, and Identify Issues and Problems

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