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EV charging UX – user flow done right

12/02/2024✲Mateusz Kruhlik

Fragment of the payment process diagram at the vehicle charging station

Effective User Flow design is essential for any EV charging station, especially in a world of growing user expectations. The key is to understand the needs and limitations of drivers and implement solutions that combine simplicity, flexibility, and innovation. Let’s see how this approach looks in practice, based on specific data and UX/UI best practices.

Focus on the user's goal: fast and hassle-free charging

Business context:

Every charging station customer expects, above all, a fast and reliable charging process. According to a 2020 McKinsey & Company report, the speed and convenience of charging are among the key factors influencing consumer acceptance of electric vehicles, and 70% of current electric vehicle owners are dissatisfied with the existing charging infrastructure. If the UX is chaotic or requires too many steps, we risk losing customers and their loyalty.

Elements of success:

Eliminate unnecessary steps: Once the vehicle is connected, the process begins automatically, without any additional clicks or screens. According to research by Nielsen Norman Group, simplifying the user interface and reducing unnecessary steps can significantly increase user satisfaction.
Simplified payment: Users can choose a convenient method: NFC, QR code or a dedicated app. This flexibility meets a variety of needs and scenarios, reducing the average payment method selection time to less than 10 seconds.

UX example

Imagine plugging your car into a charging station and thanks to Plug & Charge technology based on the ISO 15118 standard, the system automatically recognizes your vehicle and initiates payment. Charging begins within seconds, and the entire process takes less than 10 seconds.

Minimizing user effort (Effortless Experience)

Automation of key stages:

Automatic start and end of charging: Integration with the vehicle system allows for automatic management of the charging process, reducing user interaction to a minimum.
Seamlessly switch between modes: Users can easily change payment methods or manually complete charging via an intuitive interface that meets WCAG 2.1 accessibility standards.

Personalization as added value:

For app users: Saved payment details and charging preferences enable lightning-fast session initiation. Interface response time is less than 300 ms, significantly improving user experience.
For those without an app: The system offers a responsive mobile site with a load time of less than 1 second, allowing for quick and convenient one-time payments.

Business case

According to Gartner's research, low-effort interactions cost the company 37% less than those that are more engaging for the customer.

Transparency and control (Empower the User)

Real-time monitoring:

Live stats: Station displays and the app show live data – from charge level to session cost. Information updated every second allows the customer to have full control and make informed decisions.

Flexible session ending:

User Control: User can end charging at any time or let the system do it automatically once a full charge is achieved.
Clear messaging: Clear information about potential additional fees eliminates concerns about unforeseen costs, building brand trust.

Why does it work?

Transparency builds trust in the brand. PwC's 2018 'Future of Customer Experience' report, shows that 73% of consumers consider customer experience to be a key factor in their purchasing decisions.

What does this user flow look like in practice?

Arrival at the station and connection of the vehicle:

Intuitive interaction: Visual cues and clear labeling guide the user to the right charging point. The process starts automatically after connection, eliminating the need for additional actions.

User Guidelines

Selecting a payment method:

Flexible options: Thanks to NFC, QR codes and the app, the station serves both new and regular customers. Usability tests indicate that simplified interfaces can reduce the time it takes users to complete tasks and translate into significant savings for the company.

Payment Method Variants

Monitoring the charging process:

Real-time data: The station and app provide information about charging progress. The charge level, estimated time to completion and current cost are clearly visible, eliminating uncertainty and increasing user comfort.

Monitoring service implementation

End of session and settlement:

Flexible termination options: Users can terminate the charge manually or let the system do it automatically. Immediate charging and emailing of proof of transaction ensure the process is completed to the customer's satisfaction.

Payment and final steps

What makes this User Flow effective?

Simple navigation: Each step leads seamlessly to the next, without unnecessary downtime or complications.
Reduce uncertainty: Real-time information builds trust and reduces user anxiety.
Flexibility for different users: The system works for both app and one-time customers.

Business summary

A well-designed UX not only streamlines the charging process, but also increases customer loyalty and optimizes operating costs. According to NNGROUP research, 70% of customers prefer interfaces with high usability.

Make it work for your own situation

If you want to apply the above principles to your app, service or business, now is the perfect time to do so. Analyze your current user flow and identify areas that can be improved. Remember that even small changes can significantly improve the user experience and bring measurable business benefits.

Feel free to contact us!

If you need professional support in UX optimization, contact us. Together we will create solutions that will satisfy your customers and contribute to the success of your business.

UX/UI Pro-Tips for Designers:

Minimal UI load time: Aim for a response time of less than 300ms to keep interactions fluid and frustration-free.
Size of key interface elements: Make sure buttons and interactive elements are at least 44px to improve accessibility and user experience.
Usability testing: They regularly conduct tests with real users to identify potential barriers and eliminate them quickly.

Summary

Integrating simplicity, flexibility and innovation in User Flow design for EV charging stations is key to success in the dynamically developing electromobility market. Focusing on the real needs of users and applying best UX/UI practices allows you to create an experience that will not only satisfy customers but also bring tangible business benefits.

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