Improving the e-drivers charging experience

etecnic app

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


  • ๐Ÿ‘Ž๐Ÿฝ Low number of active users (10%) despite charging being free.
  • ๐Ÿ‘Ž๐Ÿฝ Low rating on App Store (2.0 out of 5) and Google Play (3.9 out of 5 )
  • ๐Ÿ‘Ž๐Ÿฝ The app was not consistent with the brand and its image was not appealing

THE CHALLENGE

  • ๐Ÿš€ Increase succesfully completed charges.
  • ๐Ÿš€ Increase the number of active users in the app.
  • ๐Ÿš€ Simplify the electric charging process.
  • ๐Ÿš€ create an attractive Look & Feel and design system to use it as a store brand

Impact

CHARGE COMPLETION RATE

+18%

We define North Star Metric as the total monthly chargers carried out. We want to increase uploads per user by 18%. This app is still in the development phase

ACTIVATION RATE

+23%

90% people download the app but doesn't become active users. Our goal is on improving user activation. The goal is to increase the activation rate by 23%.

REVIEWS IN STORE

+39%

The reviews are negative. With the new App we want to boost brand perception in the Apple Store and Google Play by 39%.

etecnic app

RESEARCH

I rented two electric vehicles for the test: a Tesla Model Y and a Renault Zoe. I evaluated the main chargers from competing brands.

Additionally, I attended the annual electric mobility congress hosted by the primary electric vehicle association to firsthand understand the concerns of users.

This allowed me to engage with users and comprehend their primary concerns regarding electric vehicles.

etecnic app

INSIGHTS

Main insights that we collected in the research phase were:

  • ๐Ÿ’ก Book charging point: The possibility to book the charge before arriving the location.

  • ๐Ÿ’ก Show charging point services: Allow the user to see the services near the charging station.

  • ๐Ÿ’ก Help in key moments. The help is of paramount importance to the user. In an ideal world, the user would upload without any problem. However, the reality is very different.

Design definition

SAAS UX

FLOWCHART

The goal of a flowchart was to visually represent a the whole charging process, in a clear and organised manner.

WIREFRAMING

After, I made some drawings to plan how the app should look and work. I created the application's interface to outline its structure and functionality.

USER TESTING

I evaluate the prototype by getting feedback from 5 V-electric users. This helps me identify the main issues and make improvements to ensure a great user experience.

Visual Solution

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EASY CHARGING

Initiating charging was a complex process. With the new interface, different ways are offered to start the process.

It is also very common that difficulties arise for the driver during the loading process. The interface offers a context based help system for 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

Deliverables to the development team include a style guide, main flows for light and dark mode. In total there have been more than 200 screens designed with a basic user guide.

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.