Concept to Launch: Scaling an EV Charging Experience
A seamless mobile charging experience that enables GRIDSERVE to better understand its customers while supporting rapid national growth.
The Challenge
GRIDSERVE was expanding rapidly, but the mobile experience needed to evolve alongside growth. The opportunity was to create a scalable product that not only enabled charging, but also generated meaningful customer insight to inform future decisions.
Team
Worked within a cross functional product team spanning product leadership, native engineering, QA, and client stakeholders.
Early requirements workshop in FigJam aligning stakeholders around product priorities and scope.
Journey wireframes shaping core charging flows and aligning business priorities with technical feasibility.
The Approach
Discovery & Research
Mapped key charging journeys, identified friction points, and aligned on measurable success criteria tied to adoption and engagement.
Design & Development
Led the end to end design of a cohesive mobile experience across search, charging, payments, and account management. Established scalable interaction patterns to support long term product evolution.Testing & Iteration
Validated flows through structured testing, refining clarity, confidence, and journey completion before release.
What We Learned
EV charging is a trust based interaction. Clear communication, predictable flows, and transparent feedback directly influence adoption and repeat use.
Research trip with GRIDSERVE exploring the live EV charging experience,
identifying customer pain points and capturing in-session UI that directly informed the mobile design.
Project Challenges
Stakeholder Alignment
Built confidence with non technical stakeholders through rapid prototyping, making the vision tangible and accelerating decision making across design and engineering.
Balancing Ambition with Feasibility
Prioritised high impact features against technical constraints, maintaining momentum while protecting delivery confidence.Design System Discipline
Established clear structure and naming conventions in Figma to manage complexity at scale and ensure seamless engineering handover.Limited Customer Insight
Led direct user research to uncover behaviours and needs, transforming early uncertainty into strong advocacy for a user led product direction.
Aligned stakeholders around a clear product direction grounded in measurable outcomes
Reduced friction across critical charging journeys, improving session completion
Established scalable design foundations to accelerate future feature delivery
Strengthened cross functional collaboration, improving delivery confidence and speed
End to end charging journey from charger ID entry through to live session monitoring and digital receipt.
Outcomes
Launched the GRIDSERVE mobile app in under six months, accelerating digital capability during rapid national growth
Achieved a 4.8 star rating from 5,000+ reviews, signalling strong product market fit
Surpassed 50,000 downloads, driving early adoption at scale
Established core charging journeys that reduced friction across Find, Charge, and Pay
Enabled structured customer data capture, strengthening marketing and service optimisation
Delivered in close partnership with product leadership, engineering, QA, and client stakeholders.