We worked with Yello to transform the passive relationship customers have with their energy supplier into an ongoing dialog. This is because the contact that customers generally have with their energy provider is limited to the annual statement – which, in the worst case, lands in their lap with an unexpected additional payment that increases their monthly bills. Otherwise, customers rarely hear anything from their provider.

Recognizing that more positive contact builds customer loyalty, Yello turned to DUMBO to lay the foundation for a mobile-first experience and design a new app that becomes the primary touchpoint for all customers. Guided by insights from analysing customer behaviour and market trends, we aimed to foster customer relationships through the app by creating engagement and offering increased transparency. 

Complementing the web format, an app presents new opportunities to offer a closer and more personal touchpoint. We aimed to leverage newer technologies to enhance the entire customer journey and create new habits throughout the customer’s lifetime. 

Given the increasing complexity of energy use, it is more important than ever to have a transparent overview of your energy consumption. That’s why users get full transparency over their consumption and gas or electricity costs – to promote sustainable living and economical use of energy.

The most critical moment is when the customer receives their year-end invoice. If it is higher or lower than expected, this can cause the customer annoyance and stress. It is therefore crucial to prevent this, and show users in a playful way how to bring their consumption and costs into balance, and what benefits they can reap.

This way, each customer gets a timely heads-up of what to expect on their invoice: an additional payment, or a positive credit.

Yello particularly good at recognising the intent of their customers, in order to tailor their offerings to individual needs. To reduce the cost to serve, we have taken self-service to a new level.

By leveraging the existing capabilities, we empower users to find the right help in the right context and at the right time, so that they can resolve contract-related issues quickly and independently.

Yello is bursting with good energy! As an energy provider, Yello has a distinctive brand voice that is direct, easy to understand, and sees customers eye-to-eye.
DUMBO reinterpreted these principles in the app to create a streamlined, user-centric app flow. In doing so, we placed special emphasis on micro-interactions and motion to create delightful moments, and convey speed and lightness.

The Yello app needed to explore new interaction patterns that could be scaled to a variety of use cases. This way, various different interfaces can contribute to a consistent overall user experience while maintaining their own voice and identity.