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. I joined EVBox to improve the station monitoring and diagnostics capabilities of Everon, the B2B platform with over 150K connected stations.
Company
EVBox
Duration
1.5 years
Kickoff
2022
Role
Senior UX Designer
Services
Digital product design, product discovery lead
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.
Service blueprints highlighted the similarities and differences among the troubleshooting processes of our customers. A key insight was that resolving issues during the initial call is crucial, as unresolved cases often lead to costly and time-consuming field technician visits. Based on this, we prioritized equipping customer-facing agents with the tools to quickly and easily diagnose and resolve station issues.
“Great collaboration for sure, perfect workshop facilitation by Berkay! Very happy with this discovery team. We are also learning a lot from support engineers on technical insights. It is nice that we validate the ideas with users in multiple sessions, multiple times”
- Erik van Aalzum, Lead Product Manager @ EVBox
We enhanced our platform to empower support agents with better visibility and troubleshooting capabilities. Key improvements included an interactive connector status chart, syntax highlighting, station level error tracking and automatic firmware updates.
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.