One app, web portal and admin for Tata Power’s electricity customers across seven discoms, from Mumbai and Delhi to Odisha and Ajmer. Pay bills, track usage, raise complaints and apply for services, in English, Hindi and regional languages.
Derived personas from the UX approach. Residents, tenants, landlords and NRIs all pay for power, but rarely in the same way.
“Remind me before the bill is due, and let me pay in two taps.”
“The meter’s in my landlord’s name, but I’m the one paying.”
“Eight tenants, eight meters. I need them all in one place.”
“I pay my parents’ bill from abroad. It has to just work.”
Tata Power supplies electricity through separate companies in Mumbai, Delhi, four in Odisha and Ajmer, each with its own tariffs, services, regulations, helplines and languages. The old experience treated customers as account numbers: bills buried behind menus, complaints hard to track, no warning before a power cut. The brief was one consumer app, web portal and admin that feel the same everywhere but follow each region’s rules.
What customers kept saying
Bills buried behind menus
No warning before power cuts
Complaints lost after filing
Amount due, due date and early-payment rebate sit on top; every other service comes after.
Shared components, with each discom’s logo, tagline, services, helplines and languages switched by configuration.
Familiar patterns up front; usage insights, peer comparison and nudges once you’re in.
Pick your city or discom once and the app re-themes itself: logo, tagline, services, helplines and language, from Hindi to Odia. Behind it sits one component library and a configuration the admin team controls.
IA feature mapping from the deck grouped dozens of services by what a customer is trying to do: pay, understand usage, report a problem or change the connection. Pre-login gets the jobs anyone can do without an account.
Home tiles: Bill Payments · Complaints · Service Requests · Bills & History · Calculators · EV Charger · e-Bill · Meter Usage
Tenants, NRIs and relatives often pay for a meter that isn’t theirs. Quick Bill Pay works straight from the pre-login screen with a CA number, shows a sample bill to help find it, and surfaces the early-payment rebate before checkout.
Before UI, we worked out what deserved a place: meaningful tariff KPIs, nudges like “Power cut! Contact the helpline?”, consumption broken down by month, rupee and appliance, payment analysis, FAQs and tips to save.
Amount payable, due date and the early-payment rebate lead the home screen, with Pay Now a thumb away. Services, offers and solar come after.
Meter readings, monthly and projected usage, 15-minute consumption and peer comparison, so a high bill never comes as a surprise.
Pay the current bill, the outstanding or any amount, with savings shown upfront. Complaints for no power, voltage, theft or safety are one tap away and tracked to closure.
New connections, name and load changes, change-over and even open access for large consumers became guided, multi-step forms with document upload and drafts.
The responsive web portal mirrors the app for customers at a desk. I also designed the admin that runs all seven discoms: users, discoms, banners, FAQs, languages, offers, tips, payment gateways and which features each discom switches on.
Competitor apps for clean design, coachmarks, information bucketing and ticket status.
Resident, tenant, landlord, NRI; IA mapped across home, pay, usage, complaints, services.
Wireframes for KPIs, nudges, consumption analysis and content structure.
Syne + Outfit type, isometric illustrations, one library themed per discom.
Discom by discom on app, web portal and admin.
My Tata Power Plus has passed 1 lakh downloads on Google Play. Its rating sits at 3.3★ from about 1K reviews and has been climbing steadily release by release; reviews still flag sign-in and OTP issues, which the signals below watch closely.
Tracked release by release, alongside what reviews mention most.
Share of bills paid in the app or portal, and early-payment rebates claimed.
Complaints raised and tracked to resolution without a phone call.
Sessions that reach the dashboard without an OTP retry.
Google Play, Oct 2026: 1 lakh+ downloads · 3.3★ from ~1K reviews