aguworks

[aguworks]

Context

BePower is an emerging energy company focused on urban ev charging solutions. Offering charging points in strategic areas within the italian territory.

Despite the rapid market growth and a less steep adoption curve for new services, the overall charging experience fails to meet user expectations, with dropout after the first use as a major indicator for improving service interactions.

Details of the project are confidential, but here a sneak preview of what we’ve done with the team

Challenge

Position BePower as a leading contender in the market, providing a world-class user experience across all service touchpoints.

My role

I led the research and design team in collaboration with BePower, an emerging EV charging services provider. My responsibility included overseeing the research function and identifying opportunities for business impact and individual growth.

As a team, we conducted studies and organized activities to refine the product strategy and enhance the customer experience across various physical and digital touchpoints of the service.

Measure

Identifying opportunities to stand out in a busy mobility market.

The research team aimed to uncover customers needs. We kept the information shared on research boards, benchmarked with other service providers, interviewed users, and deep dived at customer complaints.

As a result, we recognized the state of the art service satisfaction, mapped the must have functionalities, and tested the touchpoints where customers interact with the service. We also figured out how often and why people would contact customer support and studied their behaviours crossing available information.

The insights served as decision-making input and set the ground for cross-team collaboration.

Map

Evaluating user experience to uncover interaction enhancements 

The detailed analysis of insights revealed over 100 additional elements essential for configuring the Customer Journey and potential technical constraints for future development emerged.

Certain features may be incorporated gradually, considering upcoming stages to integrate them into UX and UI design effectively.

Establishing a navigation flow was pivotal in crafting the new experience, offering a functional representation of the App's features. This process optimizes both functionality and services, ensuring alignment with user needs at the forefront.

Make

Building the blocks of a world-class user experience

Developing the Moodboard concept, is a key step into the design process in order to ensure consistency across both all the new App components and the Be Power brand itself.

The concept focuses on Movement, Dynamism, Energy and Speed: 

Color Palette: starting from the visual identity of Be Power, we selected those colors that express the most energy for their brightness. The colors will be used mainly flat, to preserve their vividness. In addition, the minimal use of color gradients will serve in the illustrations, to emphasize movement and speed.

Icon Set: inspired by the website icons, the new App icon set is characterized by an outline style, to easy adapt to the mobile UX, rounded to recall the shapes of Be Power logo.

Illustrations: to empathise dynamism, the illustrations composition is a mix of flat and outline shapes.

The design process continue into the Design System definition, a key element to guarantee high quality and consistency through all the Be Power new App and digital ecosystem.

The design process refines the TO BE products and services through subsequent detailing: from rough sketches to the detail design.

Rough sketches (Main flow)

To show what screens the application will have, what elements and controls will be on each screen and the connections between them.

Wireframes 

To facilitate a visual representation of the future product and represent the structure of the page.

Concept and detail design

After the consolidation of the structure (wireframes) the final step is the creation of a concept and the detail design, with colors, copy, illustrations