Teamwork and tech – delivering our new mobile app

We wanted to make managing MyAccount quicker and easier for our east coast customers by giving them simple access to their energy usage and billing info. It took a massive team effort and thousands of hours to get it done, and we’re very proud of the outcome.

Split into three main teams — App Delivery, Go-To-Market-Delivery, and Training — we wanted to design a product that was clean, comprehensive, and easy to use.

The App Delivery team, focus on technical delivery. They went through several months of testing to ensure the product worked as smoothly as possible.

Chawai Ng, Senior Digital Business Analyst, was part of a team of over 20 members who spent more than 10 months refining and improving the app, navigating through multiple iterations before arriving at the final version. Reflecting on the experience, Chawai described it as a journey of challenges, learning, and personal growth.

"It was a bit like a rollercoaster —there were highs and lows— it took patience, teamwork, and lots of problem-solving to get everything working smoothly," he shared.

Looking ahead, Chawai is energised by what lies beyond the initial launch. "Now that we’ve built this foundation, I’m excited about exploring new possibilities that will further enhance our platform. The future is full of potential, and I can’t wait to see how far we can go!"

Once the App Delivery team had created the product the Go-To-Market team prepared for launch—a busy period filled with extensive user testing. We engaged over 500 customers to try out the app and provide feedback during a trial phase. With overwhelmingly positive responses, the team knew they were heading in the right direction.

“This period of development was a huge cross functional effort across Alinta Energy and a shining example of teamwork,” said Go-To-Market Lead Rhea Davison, who helped lead our trial rollout.

"We had great success with our internal and customer beta phases and look forward to customers enjoying the features in the app now that it’s live."

We’ve also had to ensure our contact centre employees were well trained to assist with any queries about the app. Brett Cornish, a Capability Builder in the Retail Team headed up this process.

“In the period leading up to our launch, we made a simulation of the app in a phone frame and guided agents with video clips before letting them explore the main features freely in their own way,” he explained.

"We even tested out the scrolling to make sure it felt natural and gave our employees a clear, easy-to-follow visual experience. Everyone was excited to jump in and get involved, and we’re confident that enthusiasm will show in how we connect with our customers”.

We’re sure the teamwork that went into building our first mobile app really shines through in the final product. Our customers can expect even more features to be added over time.

Chris Campbell, Executive Director of Retail Markets, described the project as having “many moving parts,” emphasising the complexity and collaboration required to bring it to market.

“Our digital channels, technology, and go-to-market teams worked tirelessly, coordinating across departments, and ensuring everything was in sync. We also had incredible support from our legal, compliance, and regulatory teams, who made sure we stayed on track with all the necessary requirements."

He added, "It was a huge team effort, and I’m really proud of how our Alinta team pulled together to deliver the app for our customers."

To find out more about our Alinta Energy mobile app, visit our website.