ENABLING OWNERS TO INITIATE CHARGES AND GAIN CHARGING INSIGHT WITH THE RIVIAN APP


GO-TO MARKET / MARKET RESEARCH / CONCEPT DEVELOPMENT / WIREFRAMES / UX DESIGN / USABILITY TESTING

PROJECT DETAILS

Rivian / UX Designer / Contract Project / 3 Designers Total / 6 Months / Year 2021

PROJECT ASK

Develop a Go-To Market mobile charging experience as new rivian owners accept the first Rivian R1.

ROLES AND RESPONSIBILITES

Leading reviews, delivering ux designs, delivering prototypes, supporting with usability testing, collaborating endlessly with our product & engineering partners. Teamed with Visual Designer and Design Lead/ACD

00 / OVERVIEW

BUSINESS PROBLEM

Rivian was months away from launching the first R1, but our new owners still had no access, insight or control of the vehicles status away from the vehicle

PROJECT GOAL

Our goal was to develop a foundational yet insightful mobile charging experience that supported early adopters

01 / USER RESEARCH

Our objective with this initial round of research was to gain a pov from experts, understand what current ev owners wish they knew and also what new ev owners were still uncertain about.

INSIGHTS

With new lifestyles comes different behaviours.

Charging is as core to vehicle itself and it’s just a different lifestyle. There’s a foundational experience we need to deliver.

There is also a key behvaioural difference between home charging vs on the road.

Home charging is all routine, if you plug it in at night you’ll be ready by the morning. If you’re on the road or taking long trips you typically need to plan and check for chargers and also check for speeds as an ideal session is 20-30min.

There’s alot to learn—customers were anxious about the unknown

Non ev owners had so many questions…there’s a steep learning curve and it’s intimidating. They’re are anxious about the basics of charging, how the heck energy works, cost and the time drained from your daily life.

DESIGN CHALLENGE

Make charging feel effortless & less intimidating for new owners.

We need to instill early confidence and make charging at home/away feel effortless & less scary as new EV owners embark this different lifestyle.

02 / IDEATION AND CONCEPT DEVELOPMENT

Our key focus was to identify areas where we can help our owners be prepared and one step ahead in hope to instill confidence and comfort as they entered EV ownership.

CONCEPTS

Location based, set a routine, plan your adventure, and 101’s

We wanted something that was first contextual based on location, which helped catered to the different needs like I just want to see if my local charger is available or is my schedule set/ready for at my night time charge versus I need a Fast Electrify America station near me & now.

We added session analytics to see when your time charging is no longer optimal, and 101 cards for micro learning to break the learning curve on step at a time.

Let’s align. High impact-medium effort

The goal with this concept was to find something that felt capable with our product owners and something that gave our owners the most confidence. We identified our goal for launch was enable users to identify a good charger and gain realistic session expectations to make optimal decisions☺

KEY FOCUS

Enable users to identify a good charger and gain realistic session expectations to make optimal decisions☺

We knew owners felt the least confident locating chargers and during a charging session because they felt in the dark about the abundance & reliabilty of chargers and performance of an average charging session at home and away.

SOME VALIDATION

We love speed & Electrify America

While pressure testing some of these features we learned that current EV Owners have their preferred network and owners want to be able to identify fast chargers & session efficiency more than anything.

  • Certain networks operate and are maintained more than others.

  • Networks have their own rates, memberships & operational guidelines

  • Higher kW speeds are typically preferred (especially when inconvenient)

APPROACH

Charging foundations then adventure

Our team aligned on feature sets that were foundational to owning an EV and agreed on holding off features like smart/connected home, home routines and plan my adventure as larger initiatives that will be kicked off post launch.

03 / UX DESIGN

Our approach as we went into detailed designs was to design and build at the same time and then test the build, as all functions were literally “sprinting” towards launch AKA day of delivery.

DESIGN DECISIONS

Enable owners to quickly authorize a charging network once they navigated to the site

We landed with the hyper-foced ux show casing the nearest site as most users would come to the app post navigating with their vehicle with the need to initiate a session, but they would also have the ability to keep exploring as the secondary case.

Allow owners to make key decisions during a charging session

Viewing the state of charge was the key datapoint that most owners looked for, but we learned (and most new owners won’t know) is that most sessions tend to slow down past 80% a.k.a. if you don’t need to be at 100% you’re wasting precious time.

We landed with a solution that displayed the energy graph along with session insights as users could visibly see that their session has “dropped” and is no longer optimal. We had this as an overlay as not everyone needs to know the ins and outs of their session, but its key to help you make the decision to unplug or stay when something isn’t right.

TEAM REVIEWS

Let’s make sure we’ve got no gaps

We had many.. many reviews and many..many flows ensuring there were no technological gaps as we delivered.

TESTING

Some flows could be shorter, let’s do some backend magic

During our live tests participants felt that the steps to start the session still felt too long and so we explored technical options to mitigate the time & steps. But other flows we’re very intuitive i.e setting up the charger.

04 / FINAL DESIGN

I’ll be honest, I think towards the end of this project we didn’t have enough time to explore the UI interactions & components we wanted to, but we stuck to the bones and were still able to deliver some cool features

OUTPUTS

What’s my stat?

Owners got full visibility of their charging status during their charging session

7 networks through one app

Owners were able to link accounts to gain access to an array of charging networks. Start, pay and charge through the Rivian App.

Good chargers near

Through user and vehicle location, owners were able to quickly view the closest charging station to them.

Let’s getouttahere

Owners had all the insight they needed to unplug or continue charging.

Ready to update

Owners could add Rivian products to their account and get updates when new software updates were released

05 / OUTCOME

By the time the first Rivian owner received their vehicle, they had the ability to gain insight on anything to do with their vehicle’s charge right at their fingertips, wherever they went.

THE NOT SO PRETTY SIDE

The biggest challenge in this project was developing a final product while we were also discovering our digital brand identity and global DSL. I wouldn’t say this was a challenge we overcame right away, but this spearheaded a strong initiative to start new cross-collaboration, project processes and established the urgency to create a unified brand and design system across the vehicle, app, website and internal tools.

Bridging Insomnia Cookies brand with their online ordering experience.