Castrol Portal Experience (SaaS)|
Visionary 2030+
CLIENT
BP Castrol
Castrol is a global leader in lubricants, specialising in high-performance oils and fluids for vehicles and industrial applications. Recognized for its cutting-edge solutions, Castrol is committed to driving innovation and customer satisfaction.
INFO
Team
1 x Lead Product Designer,
1 x Senior Product Designer
Role
AI Design Consultant - Research & Insight - User Experience Design - User Interface Design
Dates
12 Weeks
OVERVIEW
Problem
Traditional customer experiences with Castrol's services, including limited digital touchpoints, static information dissemination, and lack of real-time assistance, fail to meet modern user expectations. These gaps result in reduced engagement, inefficiencies in user navigation, and suboptimal service adoption.
Outcome
The integration of AI-powered solutions, including interactive dashboards, AR/VR experiences, and voice assistants, aims to redefine customer engagement, operational efficiency, and user satisfaction. These tools enhance the Castrol experience through innovative interaction mechanisms and seamless support systems.
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.
Personalised Push Notifications
Take a minute to write an introduction that is short, sweet, and to the point. If you sell something, use this space to describe it in detail and tell us why we should make a purchase. Tap into your creativity. You’ve got this.
Taxis only points
Take a minute to write an introduction that is short, sweet, and to the point. If you sell something, use this space to describe it in detail and tell us why we should make a purchase. Tap into your creativity. You’ve got this.
Home Wallet
Access to your wallet whenever you need it. a minute to write an introduction that is short, sweet, and to the point. If you sell something, use this space to describe it in detail and tell us why we should make a purchase. Tap into your creativity. You’ve got this.
Home & Away
Access to your wallet whenever you need it. a minute to write an introduction that is short, sweet, and to the point. If you sell something, use this space to describe it in detail and tell us why we should make a purchase. Tap into your creativity. You’ve got this.
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.