Shell Recharge
Can a web experience simplify drivers user journey?
CLIENT
Shell Recharge
TIMEFRAME
1 week, 2022 (Design Sprint)
ROLE
User Research
Prototyping
Usability Testing
IMPACT
Improved customer journey resulting in 100% app activation rate
The problem: First-time electric vehicle leasers faced significant challenges when purchasing and installing home charge points, often feeling overwhelmed by the process. With my team we needed to determine if a dedicated web experience would help these customers, and if so, what that experience should look like. Through user interviews, competitive research, journey mapping, and prototype testing with actual users, we rapidly developed and validated a potential web experience solution. All in 5 days.
My design process
01 Research
I kicked off by talking to 10 drivers and some key stakeholders inside the company to really understand what was going on. By the end of this phase, I had mapped out exactly how drivers use our product and pinpointed where they were struggling the most. This gave us a clear picture of which problems needed solving first.
02 Sketching solutions
Once I knew what was tripping up our drivers, I grabbed my pencil and started sketching out potential solutions. Nothing fancy—just ideas to address those specific pain points. Then came the reality check: sitting down with our developers and product managers to figure out which solutions were actually buildable and made business sense.
03 Rapid prototyping
Time to bring the ideas to life! With just one day to build a prototype, I relied on Figma and a well-structured design system to move quickly. The goal was to create something testable that could validate our assumptions before moving forward.
04 Usability testing
On the last day of the design sprint I met with 5 drivers who matched our target user profile to see if my prototype actually solved their problems. Getting the prototype in front of real users was eye-opening! Some of our assumptions were spot-on, others... not so much. The feedback was gold though—it gave us exactly what we needed to refine the design before handing it off to development.
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