From Overview to Full Control: How Fortum’s App Is Evolving to Meet New Customer Needs

The Fortum app is playing an increasingly central role for customers and now the new version of the Fortum app has just been launched. Behind every detail lies a tremendous amount of work carried out together with customers, across teams within Fortum, and with a shared ambition to make our customers’ everyday life easier and electricity costs more understandable.

“We see two distinct customer groups in our discussions with users. One group uses the app once a month to get an overview and feel in control, while the other group sees the app as an everyday tool. They want to keep track of every detail. Both groups are equally important to us at Fortum, and both actually give us high ratings,” says Linnea Alstermark, Service Designer at Fortum, and one of the people who regularly meets with users personally.

Research shows that customers who use the app are more satisfied .

Clear benefits

Fortum has more than 2 million customers across the Nordics, and user requests are quite similar between the different countries.

Some time ago, Fortum moved from three separate apps in Norway, Finland, and Sweden to one common Nordic solution, which was an important step forward. The benefits are now becoming clear, as improvements and new features can be made available to a larger number of customers.

"The latest example is the ability to temporarily freeze the electricity price directly in the app. In addition, the offer is not tied to a specific date but can be activated whenever it suits the customer. The price is dynamic, and customers can see it immediately in the app," Alstermark explains. 

Continuous improvement

Developing new services and features is one part of app development, but it is equally about small adjustments, data quality, and design.

“One example is that we have simplified the price graph to give users a quick overview of expensive and inexpensive times during the day. At the same time, we have enhanced the possibility for deeper analysis with additional details and graphs for those who want to dive deeper.

Another example is that we have improved data quality for customers with their own electricity generation, as well as the user experience for those using the smart charging service,” says Bjørn Rogde, Digital Development Specialist and a member of Fortum’s app team.

Evolving with customer needs

Every step of the development process is carefully tested, and concepts and functionality are designed in close collaboration with users.

“Now that the foundation of the shared Nordic app has been established, we are excited to see many new features being launched going forward. Examples includes providing business owners, who are also Fortum consumer customers, the opportunity to access their contracts and data in one place,” Rogde says.

Another focus area is further personalizing the experience through even better data and more relevant services for each customer based on their electricity consumption and interests.

“Interest in smart energy usage is increasing along with electrification, and Fortum is at the center of this development. As more people invest in electric vehicles, batteries, and smart heating solutions, the need for tools that can manage all of this, also grows,” Rogde explains.

Fortum’s ambition is to help customers make better energy decisions, every day.