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Hive EV Charging & Smart Charge Tariff

My experience leading the design of Hive diagnostics propositions, particulary the in-app troubleshooting journeys and Hive account features, led me to help work on the Hive EV Charging proposition. I was fortunate to get involved with the following design tasks:

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  • Warranty implementation to onboarding and settings

  • All potential EV charger in-app troubleshooting journeys

  • Improvents to the EV charger purchasing journeys

  • Email comms, templates and designs to support order journeys

  • Reducing the need for a site survey

  • Tariff insights trialist testing

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Methods used

  • Requirements gathering
  • Customer interviews
  • Trialist feedback
  • Data science
  • Engineer installation focus group
  • CX mapping
  • Wireframing
  • App prototyping & concept testing
  • Usability testing
  • Hive honey design system

Troubleshooting

Using the Hive design system UI pattern for troubleshooting I helped mockup all the potential customer journeys. Prototyping firstly for stakeholder assessment then final user testing. Collaborating with the product manager, data scientists and software engineers to fully understand the requirements and limitations so I could create the best journeys for customers experiencing any issues with their Hive EV Charger.

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Remote site survey - photo submission

To help reduce costs to the business, I helped design a simple to use in-app wizard which would allow customers to submit photos of their home aspects to help establish how easy or difficult an installation was going to be. This would reduce the need for an engineer to do a site visit, and allow Hive to set the customer's expectations, with regards to pricing and timescales. Users going through the ordering process would be invited to submit their photos with the following email comms.

EV Smart Charge Tariff

To help Hive EV Charger customers save money on their charging, Hive and British Gas developed an EV tariff proposition to test with the EV Charger Trialists. Timescales were very tight on this exercise, and we did not have the resource/time to incorporate real data into an app prototype build. So it was quicker to output the tariff data insights into a weekly email and collate feedback we needed from the trialists.

 

We wanted to test how much the user understood the figures/wording, and if the information added value to the proposition. Based on the iterations and learnings of this trial, we would later refine, design and incorporate these insights into the Hive app experience, so future customers would have the real-time insights to hand 24/7.

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