Improving the e-drivers charging experience

INDUSTRY

e-Mobility, Automotive



MY ROLE

I collaborated with a development team consisting of five developers within the company, working as the only designer.The CEO & the head of marketing also played an important role during the process.



TIME TO DELIVER

4 Months

THE PROJECT

Etecnic aims to improve the digital experience for its 400K current users:


  • Low number of active users (10%) despite charging being free.
  • Low rating on App Store (2.0 out of 5) and Google Play (3.9 out of 5 )
  • The app was not consistent with the brand and its image was not appealing

THE CHALLENGE

  • Increase succesfully completed charges.
  • Increase the number of active users in the app.
  • Simplify the electric charging process.
  • create an attractive Look & Feel and design system to use it as a store brand

Impact

+18%

CHARGE COMPLETION RATE

-23%

ACTIVATION RATE

+49%

REVIEWS IN STORE

Design process

etecnic app

DISCOVERY

To immerse in a agile way, I rented 2 electric vehicles and evaluated the main competitor’s charging points experience. Additionally, I attended the Spanish annual electric mobility congress. I understood the concerns of e-users and I interviewed 5 e-Vehicle owners. 
I could comprehended their primary concerns regarding electric charging.

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INSIGHTS

The ability to book a charging spot before arriving at the location provides significant convenience for users. Additionally, being able to view nearby services around the charging station enhances the overall experience. This support becomes especially crucial when users are in a hurry or feeling stressed, ensuring they have a smooth and efficient charging process.

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DEFINITION

I created a flowchart to visually represent the entire charging process, ensuring it was clear and well-organized. Next, I sketched out plans for how the app should look and function, creating wireframes that outlined the app's structure and key features. Finally, I tested the prototype by gathering feedback from 5 V-electric users, which helped identify major issues and guided improvements for a better user experience.

Visual Solution

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EASY CHARGING

Starting the charging process was complicated. The new UI offers multiple ways to begin charging. Besides, it's common for drivers to encounter difficulties during charging. The new solution includes a context-based help system to assist during these critical moments.

DARK MODE

The interface was designed in Light as well as Dark mode. It was a functionality that was valued in the interviews, since dark-mode has advantages when environmental conditions are not suitable

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ONBOARDING TO IMPROVE ACTIVATION

A easy onboarding, the possibility to filter by services and a good customer service were key issues during the design solution

DELIVERY OF DELIVERABLES TO THE DEVELOPMENT TEAM

Deliverables to the development team include a UI KIT, User Interfaces, different flows and brief documentation.

Learnings

COMMUNICATION IS KEY

Establishing fluid communication with busy people can be challenging, but anything is possible! By creating a weekly newsletter, I could share the project's progress with an increasingly large group of stakeholders. We started with just 3 people and ended up with 9 active followers!

SHARE DESIGN CULTURE

In addition, the newsletter and group meetings helped clarify the operation of the product team and introduce a new design philosophy in an accessible way for everyone. The scientific method and data-driven decisions were common topics of conversation on our team!

AGILE INMERSION

With limited time, I had to land hard, so I made a bold decision: fly to the main event of electric mobility and rent two electric vehicles! This move turned out to be a success as it allowed me to gain stakeholders' trust, dive into an unknown area, and learn faster about this exciting industry.