Optimising Bp’s EV charging experience through user-focused design
CLIENT
BP Pulse App
BP Pulse, a leading provider of EV charging solutions, is dedicated to advancing the transition to sustainable energy. Renowned for its expansive network of fast and ultra-fast charging stations, BP Pulse aims to make EV adoption convenient, reliable, and environmentally friendly.
INFO
Team
1 x Lead Product Designer
Role
Research & Insight - User Experience Design - User Interface Design
Dates
12 Weeks
OVERVIEW
Problem
Traditional EV charging methods at BP Pulse suffer from fragmented user experiences, lack of real-time station availability insights, and limited personalisation options. These issues result in customer frustration, inefficient station usage, and missed opportunities for seamless charging experiences.
Outcome
The implementation of AI-powered solutions, including predictive charging insights and personalised route recommendations, enhances operational efficiency, user satisfaction, and accessibility. These tools redefine the EV charging experience by integrating automation, predictive analytics, and eco-conscious design.
Key Achievements
45% increase in daily active users
Explore the UX process
Insight Overview
Underlying insights driving behaviours
Listing errors and real-time charging point status– cause major customer frustrations when drivers arrive at a charging points only to discover it’s ‘Taxi only’ or another vehicle charging.
‘Range anxiety’ is a real concern for EV owners and potential buyers. Customers are unaware of available charging points nearby or on route, unless they check manually.
Unclear or inconsistent pricing—like hidden idle fees or vague kWh rates—makes customers hesitant to use unfamiliar charging points, leading to frustration and distrust.
Too many apps to download– customers who charge their EV’s at home may also need to charge on-the-go. In order to do so, they must download additional apps.
Maintenance – charging points are ‘out of action’ for long periods of time without it being flagged. Customers drive to points to discover it’s ‘out of order’. Major frustration.
Customer support– One of the biggest frustrations for EV drivers is when charging fails and there being no one available who can solve the problem.
Taxi only points
Introduces a filter for professional drivers to locate designated stations and consumer users to identify charging points available to them, ensuring reliability and convenience.
Home & Away
Provides a unified interface for managing home and away charging needs, ensuring a consistent and personalised user experience
Push Notifications
Delivers timely updates about nearby charging stations, available points, and account status, enhancing customer engagement.
Home Wallet
Enables quick access to wallet balances, top-up options, and transaction history directly from the top navigation bar.
Impact of features on BP Pulse’s user and operations
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Increased User Satisfaction
85% of users reported greater satisfaction due to personalised route recommendations and the "Home and Away" feature simplifying their charging experience.
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Enhanced Station Utilisation
Station efficiency improved by 30% due to predictive analytics optimizing charging schedules and reducing wait times.
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Improved Revenue Generation
Push notifications increased station usage, leading to a 20% rise in daily transactions per station.
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Professional Driver Engagement
Taxi-specific filters attracted 40% more professional drivers, creating a niche customer segment and increasing station revenue.
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Reduced Operational Costs
Eco-energy optimisation decreased energy wastage, cutting overall costs by 25% while improving sustainability metrics.
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Enhanced User Retention
Intuitive features and seamless user experience resulted in a 15% increase in repeat usage of BP Pulse charging services, strengthening customer loyalty.
In-app Nav & Route via charger
This feature implementation required a strategic roadmap and tech assessment. However, the potential concerns addressed with 'Plan your journey' feature, even small incremental changes could prove extremely beneficial to the customer.
The Endgame: Destination
User insights revealed that the ultimate goal is to charge safely, quickly, and conveniently. This led me to prioritise that end-goal in the design—replacing the 'Profile' icon with a 'Map' icon in the nav bar to better support immediate user needs and journey planning.
User flow for route via charger
We focused on creating a simple linear user flow to get users to their primary goal. The destination.
Sketches
To test and iterate designs quickly I sketched out the flow and organised information architecture.
Low-Fidelity Mockups
With a mixture of moderated and unmoderated testing environments. Low-fidelity mockups were created ready to test with users.
