Station installation process
PROJECT AND ROLE
The station location and configuration affect the driver’s experience. I conducted research with our support team to understand the pain points in the process, and . My responsibilities included: designing the interaction, creating prototypes in Invision, and creating final visual design. I collaborated with two other designers. Two other designers worked on other aspects of the design.
DESIGN
I conducted research with our support team to understand the station installation process. Based on the research, I mapped the process to understand the pain points.
<image of flow ——>
<image of dashboard>
<image of current vs updated form elements>
We identified the issues with the current installation:
Installers need to take training in order to be able to pinpoint. They were not aware of this.
Installers need to pinpoint the location of stations on the map, and these were not always accurate.
After the finish installing, installers are supposed to send a list of the stations to ChargePoint support. This hand off between the installer and the support team was not happening most of the time. The support team had to rely on other ways to find this list.
There is a disconnect between when stations are installed and when they need to be activated. The activations team doesn’t have a way of tracking when installation is finished unless installer or host calls.
To configure stations, the support team sends a pdf form to owners, which they then have to configure on the portal. In addition to this redundancy, the support team had to fill fields that were captured elsewhere in the process.
Dashboard shows pending items so support can act on them.
Making it easy for installers to provide the right data.
Getting the address and location right. Providing other stations as reference. <image xx>
Getting specific details on spot. <image x>
Accessible parking. <image x>
Making it easy for the support team to activate and configure stations.
<image of new simplified activation form ——>
<image of pending activation ——> Show it to people who are responsible for it?
Simplified the activation process to make batch operation easy.
setting up restricted access
waitlist?
first time experience
sign up
station
finding a station in the app
filters
IMPACT
The current rate of completion is at 85%.
Our app is doing better than the competitor app based on App Annie data.