Kenya Power has taken a major step toward modernizing how it connects with its more than ten million customers. With the launch of the revamped MyPower App, the improved USSD *977#, and a new AI chatbot named Nuru, the company is clearly signaling that customer experience is now at the heart of its digital transformation.
For years, many Kenyans have voiced frustrations over slow response times, unpredictable billing, and limited digital options when dealing with the electricity provider. The new MyPower App directly addresses these concerns with a design that feels current, practical, and genuinely useful.
Mypower app new features
The first thing users will notice is the new interface. It is clean, intuitive, and easy to navigate, even for those who are not particularly tech-savvy. The app now allows customers to manage multiple accounts, which is a game-changer for landlords and property managers. It also offers monthly token tracking, direct WhatsApp support, and a self-reading feature for postpaid meters. This self-service approach gives customers more control and transparency over their electricity use, something that has been missing for years.
Purchasing tokens or paying bills is now smoother than ever, with the app integrating secure payment options that update almost instantly. Another thoughtful addition is the ability to report outages and lodge billing complaints without the need to call customer care. For those who prefer not to use the app, the upgraded *USSD 977# now includes a Kiswahili menu, making it more inclusive and easier to use for millions of Kenyans across different regions.
Interestingly, the new MyPower App design bears a striking resemblance to a UI/UX redesign case study published earlier on Medium by designer Stephen Weru. In that case study, Weru proposed many of the same improvements now seen in the app — including features such as managing multiple accounts, self-reading postpaid meters, reporting power outages, and simplifying token purchases through a modern interface. While it’s possible Kenya Power’s team arrived at similar design conclusions independently, the parallels between the public case study and the final app release suggest that the company may have drawn inspiration from Weru’s concept or at least adopted elements of his proposed user-centric design approach.
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The introduction of Nuru, Kenya Power’s new AI-powered chatbot, also deserves mention. Accessible via the company’s website and Facebook page, Nuru can respond to common queries, provide updates, and even escalate issues to human customer service agents when necessary. This blend of automation and human support shows that Kenya Power is learning from global customer service trends while adapting them to the local context.
Data from the utility company paints a clear picture of growing digital adoption. Customer interactions on the MyPower App rose by more than 22 percent in the last financial year, while USSD interactions grew by over 13 percent. The company also recorded a reduction of nearly 900,000 calls to its contact center, proving that customers are increasingly embracing self-service options.
From a user perspective, these changes make a real difference. The MyPower App now feels like a reliable daily companion rather than a backup tool. It saves time, reduces long queues at Kenya Power offices, and enables customers to take control of their own accounts.
However, the success of this digital transformation will depend on consistency. The app’s performance must remain stable, token purchases should reflect instantly, and customer support through Nuru or WhatsApp should continue to deliver timely resolutions. Kenya Power will also need to ensure that users in rural and low-connectivity areas can access the same level of convenience.
Overall, the revamped MyPower App represents a turning point for Kenya Power. It reflects a company that is finally listening to its customers and taking meaningful action to improve service delivery. By embracing technology and transparency, Kenya Power is not just modernizing its systems; it is rebuilding trust.
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