Case Study - 💳 Soft-Onboarding - Feature
The business reported a high amount of support calls relating to frustrated new app users that couldn't initiate a first charge after driving to and connecting to a charge point using the bp pulse app. As a result of this, an investigation was conducted that concluded an area of improvement for the bp pulse app would be to re-design how and when we ask for essential, legally required information to start a charge.
Role
Senior Product Designer
Duration
Dec 2023 - Feb 2024
Client
bp pulse
Context
Feature for bp pulse app
01
Problem Statement
Eliminate the first-time use frustration that users experience when they use the app to charge their EV - because they need to complete their charging profile first, which they didn't know.
02
Value Proposition
Allows a user to start their first charge via the app quickly and removes any data entry frustration at an inconvenient time.
03
Hypothesis to Validate
Design a sleek soft-onboarding process that collects necessary user information post-sign-up. Ensure users can also complete it later to avoid restricting app access, while emphasising its importance for initiating charges.
04
Moving on to Design
Once I had completed the relevant research then established and validated the hypothesis - I went on to present the findings and idea to the relevant stakeholders. Once an agreement was reached on how to proceed, I created the low-fidelity prototype for initial testing and to move into the design phase of the double-diamond framework.
05
Result
The soft-onboarding is now live in the bp pulse eMSP app - launched with another feature I designed using the same framework - a new log in and register platform called CIP.
The combination of these features launching in the app has thus far led directly to a reduction in support calls regarding registration issues of 68%! There has also been a reduction in support calls directly related to first-time users trying to start a charge by 22%.