Simplifying Europe's Largest EV Charging Platform

I rebuilt Easee's core product suite around what each surface was good at: desktop for setup and configuration, mobile for daily use. Then introduced remote troubleshooting to B2B customers, cutting support tickets by 50% in the first quarter after release.

1M+ Chargers Installed

200+ B2B Partners

Company site

Company challenge

Their core product, Easee Portal, had grown into a catch-all tool serving businesses, end-users, and installers in the same interface. No one was well served.

Discovery

I led research across four European market clusters (Nordics, Benelux, DACH, UK), interviewing partners, installers, and end-users. The same patterns appeared everywhere:

The portal was hard to learn. Onboarding new staff took too long and features for other user types cluttered every workflow.
Support tickets were unsustainable. Users couldn't find what they needed, so they called support.
Partners were losing margin on-site. They sent technicians to troubleshoot issues that could have been diagnosed remotely, then leaned on Easee's support team to cut costs.

12 Interviews

8 Countries

Strategic decision - Splitting users in different products

I proposed reallocating the entire product suite by audience:

Hypothesis: Users couldn't self-serve in an interface built for everyone at once. If we split the product by audience and gave partners the same diagnostics our own support team used, partners would resolve charger issues themselves and tickets would fall.

I mapped every existing feature by user type to define what lived where.

Cross team collaboration: Aligned with other Product Teams to off-load features.

Redesigning Easee Portal

With the scope narrowed to businesses, I redesigned the portal for clarity.

Easee Portal allows the customers to manage and keep track of one or more charging sites. Additionally, it is used to manage customer profile and the relationship with Easee.

ST-Portal facelift & integration

I restructured the UX and applied Easee's design system. To prioritise the right information, I worked with:

A data analyst to identify which diagnostics should surface on the dashboard by default

The Customer Excellence team to map the most common troubleshooting flows and friction points

Easee's support team used an internal tool called ST-Portal to remotely diagnose chargers. It was powerful but internal-only — unbranded, dense, built for engineers.

Outcome

The release validated our hypothesis.

~50% reduction in support tickets First quarter after launch. Partners were resolving charger issues directly from the portal.

Reduced on-site visits for partners Most issues no longer required a technician, directly improving partner margins.

Scalable support model for Easee Partner self-service replaced a cost structure that would have scaled poorly with charger growth.