Problem and solution
User research was conducted with both customers, and public charging companies.
Overall, the most common issues that customers face today are:
- 1-5 public EV charging sessions fail to start
- Up to 80% of Customer Support calls are due to lack of education
- 17+ minute wait times on hold for customer support calls
Common frustrations include:
- Trouble starting a charge
- Understanding charge to cost metrics
- Making payments
- Broken chargers
Based off of the user-testing, the most common requests are:
- As an EV driver, I want to scan the QR code with CTA "Need help" and open the AI charging assistant
- As an EV driver, I want to be instructed to enter the make, model, trim & year of my EV, so that I can get help with troubleshooting vehicle-specific issues
- As an EV driver, I want to report hardware damage and feel confident that the CPO will fix the issue
Throughout the process, I've worked closely with the co-founder to sort through ideas and collaborate cross-functionally with designers and developers.
What's next?
ChargeMate is currently on the market at a handful of charging stations in CA via Blink Charging. The founders of ChargeMate are bringing the product to the public market at upcoming conferences. I am continuing to work on the web app landing page, customer website, illustrations, and chatbot UI updates.
