Station Setup Process
Project & Role
The process to set up charging stations was complex involving multiple people. The ChargePoint support team was receiving a lot of calls to help with the process. We wanted to redo the setup process to provide a better experience for installers, reduce calls to support, and also improve the quality of the information collected during setup. I was the lead service designer. I conducted a workshop with our support team to understand the problems and create an ideal flow. Based on the insights from the workshop I envisioned a new flow. I also designed the screens for an updated installation app to solve immediate problems.
RESEARCH
I conducted a workshop with the Support team to map the flow for setting up stations. We also looked at each of the steps and identified the problems that were causing support calls. I documented the workshop findings.
IDENTIFYING PROBLEMS WITH EACH STEP
MAPPING AND RETHINKING INFORMATION COLLECTION
The customer support team was spending a lot of time tracking down missing pieces of data. We documented who was entering the data in the current process. We also created an ideal flow for the information collection that would get the right data from the right people.
DESIGN
ENVISIONING A NEW FLOW
Based on the insights from the workshop, I envisioned a new flow for streamlining the installation process. This kicked off separate activities in the design team to redesign the sales process and the station owner onboarding.
REDESIGNING THE INSTALLER EXPERIENCE
Some of the problems we could immediately solve were in the install flow. Based on the insights from the workshop, I redesigned the installer mobile website.
Some key problems I solved in the new flow were: 1) Installers didn’t realize they needed to take training to create an account. I added information about this on the first screen. 2) Installers weren’t putting in the right location information, so I designed the flow with error checks to ensure we were collecting correct information.
Impact
The new installation flow has improved the information collected from the installer app. The support team is excited about the proposed changes for the setup flow. The company has kicked off efforts to rethink the sales process and station owner onboarding efforts based on the workshop insights.