St1 has decided to fully renew its consumer applications one by one, transitioning to a new technology platform. This strategic move aimed to enhance the customer experience and achieve faster time to market across all served markets. The St1 app, known as St1 Way in Finland, St1 Mobility in Sweden, and Snarveien in Norway, was designed to offer convenient payment solutions, along with services such as mobile fuelling, e-mobility, and car-wash services. 

A clear vision for the St1 app experience 

The vision for the St1 app was clear. It would assist customers on the road by guiding them to the St1 marketplace to refuel, charge their cars, or get refreshments for themselves. The app would also offer deals from our stations and allow customers to purchase car washes directly through the app. For those at automated stations, it would provide a seamless connection to customer support via call or chat. The ultimate goal was to make each customer visit as convenient and enjoyable as possible. 

Initial launches and growth direction 

In November 2023, we launched the new St1 Mobility app in Sweden, followed by the St1 Way app in Finland a year later. During 2024, our consumer app in Norway expanded to include e-mobility features. This development journey has just begun, and our ambition is to continuously add relevant, value-adding services to our digital platform across all markets, always listening attentively to our customers’ voices. Customer experience improved significantly with the new apps launched. This is also reflected in the app store ratings, which have risen from around three to over four. “This improvement is a testament to our commitment to delivering a superior user experience,” says Jarkke Tervo, Technical Product Owner of the St1 App. 

The team behind the innovation 

Creating an attractive and functional app required a diverse team of stakeholders, each contributing their unique perspectives and expertise. Product manager responsible for aligning the app’s features with our strategic goals and ensuring that it meet customer demands. Designers tasked with creating a user-friendly interface that is both visually appealing and easy to navigate. Developers, the technical wizards who bring the app to life with their coding skills. Customer Service Team providing insights into common customer pain points and suggesting features that would address these issues. Marketing Team ensuring that the app’s value proposition was clearly communicated to potential users. And the most important stakeholders, customers, whose feedback and needs would guide the development process. 

The development journey 

The journey began with extensive research and analysis. With a clear understanding of customer needs, the designers created initial wireframes and prototypes. These visual representations of the app’s interface were shared with stakeholders for feedback, ensuring the app was intuitive and aligned with customer expectations. 

Once the prototypes were finalised, the developers began coding the app. Before the official launch, the app was released to a select group of testers. These testers provided valuable feedback on its functionality and usability. 

Post-launch and continuous improvement 

To continually refine the St1 app, we actively seek short feedback from our users on various features of the app. “We have received an encouraging volume of feedback, which allows us to further enhance the customer experience,” says Heli Ojala, B2C Marketing Lead from the Finnish Marketing team. This ongoing dialogue with our users ensures that we stay aligned with their needs and expectations, driving continuous improvement in our services. 

In summary, the development of the St1 app has been a collaborative effort involving multiple stakeholders and a strong focus on customer-centricity. By continuously listening to our customers and refining our approach, we aim to create a digital platform that truly enhances the customer experience. 

“We have received an encouraging volume of feedback, which allows us to further enhance the customer experience”, says B2C Marketing Lead Heli Ojala. 

“This improvement is a testament to our commitment to delivering a superior user experience”, says Technical Product Owner Jarkke Tervo.