Building a Greener Tomorrow: Monitoring and Diagnostics for Reliable EV Charging
EVBox, a key player in Europe’s EV charging sector, manufactures AC and DC charging stations complemented by B2B and B2C software platforms. I joined EVBox to improve the station monitoring and diagnostics capabilities of Everon, the B2B platform with over 150K connected stations.
Company
EVBox
Service
Digital product design
Role
Senior UX Designer
Duration
2 years
Kickoff
2022
EVBox customers find it crucially important to monitor their EV charging stations and fix any arising problems. They contact EVBox customer support for the problems they can’t fix on their own. Our goal was to increase station uptime and reduce support costs.
Visualising the similarities and differences among the troubleshooting processes of our customers with service blueprints. The key finding here was that our customers’ priority is to solve the case in the call as failing to do so increases the chances of sending a technician to the field, which makes the process costly and long. As a result, we focused on making the customer-facing agents capable of understanding and resolving the station issues in an easy and quick way.
“Liked working all together and felt that all ideas were welcome. Really liked the drafts for the future UI and I see value to implementing it”
- Marc Glaudeix, DC Support Engineer
The updates we made to the design system not only improved monitoring & diagnostic workflows but also laid the foundation for future projects, ensuring consistency and scalability across EVBox’s software products suite.
We contributed to a 20% CSAT improvement, enhancing the product experience and satisfaction. EVBox also ranked first in P3 Group’s Wallbox Benchmark 2023 benchmark, outperforming competitors in all areas.