EV charging research
When charging ends, but the car stays
While testing an EV charging service in a mobile app, we found that one of the most disruptive problems wasn’t on the screen at all.
Goals
- Find what really frustrates EV drivers
- Frame the problem beyond the interface
- Recommend fixes across product, policy and operations
The story
- What we expected
Ineffective flows, missing information, confusing navigation. We found those too.
- What we found
Cars stayed plugged in after charging finished. The next driver waits longer and the station serves fewer cars.
- Reframing
The friction lived in a shared physical space, so the answer had to combine product (status, reminders), policy (rules for occupied spots) and operations (fair turnover).
- The opportunity
An idle fee with a clear grace period, countdown and final reminder, because a fee feels fair when people understand it and can avoid it.
- The learning
Insight comes from where you look. The app was only one part of the experience.
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