Project Overview
Our AGL App is connecting our customers to a sustainable future.
Organisation
Team
A nimble team of designers, writers, researchers, and a product design lead has played a pivotal role in enhancing and improving the AGL app experience. They include:
Design Team:
Meera Pillai - Senior Product Design Manager
Benjamin Gummow - Product Design Lead
Heinrich Bezuidenhout - Product Design Lead
Kristopher Ryan - Product Designer
Natalie Cheng - Design System Lead
Rachael Koffel - Principal Design Researcher
Special Mention:
Alessio Bresciani - Head of Digital
Carla Yaacoub - Group Product Manager
Tim Trainor - Accessibility Lead
Brendan Attard - Digital Product Owner
Brenton Currie - Engineering Lead, Mobile
Kirby May - Digital Business Analyst
Wei Sun - Senior iOS Developer
Ankit Patel - Senior Android Developer
Project Brief
AGL provides energy and telco services to over 4.2 million Australian customers. With energy usage expected to double by 2050, the way people consume and manage energy is rapidly evolving as customers look to electrify their homes.
Rising energy prices are also creating financial pressure, with 48% of Australians experiencing some form of financial hardship. As a result, affordability is a top concern for our customers, making it critical that we deliver tools, support, and experiences that help them stay in control and make informed, cost-effective decisions for the future.
Our design challenge was to enhance the app with a stronger focus on electrification and payment assistance tools. The goal was to help customers reduce costs by shifting their energy usage behaviours, simplify access to payment support options, and guide them on their electrification journey as they transition to sustainable energy choices.
Project Need
We have successfully increased app engagement by improving key features and introducing new electrification tools. As a result, the app now sees 650,000 monthly users and maintains a strong 4.7-star rating in the App Store.
Some key features include:
Instalment plans and scheduled payment options are helping to support customers experiencing financial hardship. Our research insights revealed that people facing financial stress want tools that reduce the stigma associated with seeking help. By pairing these options with our AGL Assistant’s AI-powered support chat, we’ve helped remove the shame often tied to financial conversations, making it easier for customers to access the support they need with confidence and dignity.
Energy usage insights are helping customers to better understand and reduce their energy consumption, avoid bill shock, and adopt more energy-efficient behaviours. This feature now sees approximately 400,000 views per month. Customers can track their Battery charge and ongoing bill credits in AGL’s Virtual Power Plant (VPP) program.
Our Electrify Now tool is helping households transition to all-electric, energy-efficient living, with 60,000 unique visits in the last 12 months.
AGL’s Peak Energy Rewards program continues to support grid stability by incentivising customers to reduce their usage during peak periods. Over the last 12 months, more than 100,000 new customers have signed up for the program.
User Experience
We set out to refine the mobile app experience for iOS and Android users, using insights from ongoing customer research and user testing to create an experience that meets current needs while anticipating future expectations.
We adopted a progressive reveal design approach to make complex data more accessible and user-friendly, helping customers better understand their energy consumption.
With 75% of all AGL digital payments made through the app, it was essential to provide solutions that worked for everyone. To support customers experiencing financial hardship, we designed a range of intuitive experiences around our affordability tools, including instalment plans and scheduled payments. These tools simplify the process by turning previously complex tasks into clear, manageable steps that are easy to set up, understand, and adjust.
We’ve also enhanced the AGL Assistant with generative AI capabilities to deliver smarter, faster, and more personalised customer support.
Inclusivity and accessibility remain central to everything we design. As a result, our iOS accessibility (a11y) rating has improved from “Good” to “Excellent,” ensuring the app is usable and supportive for all customers.
Project Marketing
AGL customers can download the app for free on iOS and Android devices from the Apple App Store or Google Play.
Project Privacy
At AGL, we are committed to keeping our customers safe and protecting their personal information. As part of the highly regulated energy and telco industries, we recognise our responsibility to play an active role in safeguarding our customers.
We conduct ongoing security testing to ensure our app is supported by a comprehensive security architecture and robust protective measures.
Our native iOS and Android apps include multiple layers of security, delivering a seamless and secure sign-in experience. We offer two-factor verification (2FA) for added protection and are evolving our sign-in and security features, We’re committed to using the latest technologies to protect our customers.
Digital - Expanded Service or Application
Open to apps in all categories with updates and developments that truly enhance the user experience and take your app or service to another level.
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