EASEE · 2022–2023 · DESIGN TEAM LEAD
Simplifying Europe’s largest EV charging platform
Simplifying Europe’s largest EV charging platform
Simplifying Europe’s largest EV charging platform
~50%
~50%
fewer support tickets
fewer support tickets
1M+
1M+
chargers installed
chargers installed
200+
200+
B2B partners
B2B partners
Overview
Easee’s portal tried to serve everyone at once. I split it by audience: businesses kept the portal, drivers moved to the app. Then I gave partners the same remote diagnostics our support team used, and support tickets fell by half within a quarter.
Easee’s portal tried to serve everyone at once. I split it by audience: businesses kept the portal, drivers moved to the app. Then I gave partners the same remote diagnostics our support team used, and support tickets fell by half within a quarter.
Role
Design team lead
Design team lead
Timeline
Q1–Q2 2023
Q1–Q2 2023
Responsibilities
Strategy, research, UX architecture
Strategy, research, UX architecture
Strategy, research, UX architecture
Contents
01
The challenge
The challenge
Easee Portal had become a catch-all. Businesses, installers and drivers all shared one interface, and none of them were well served.
Easee Portal had become a catch-all. Businesses, installers and drivers all shared one interface, and none of them were well served.
02
What we heard
What we heard
I spoke with partners, installers and drivers across the Nordics, Benelux, DACH and the UK. Everywhere, I heard the same three things:
It was hard to learn. New staff took ages to onboard, and other people’s features got in the way.
Support couldn’t keep up. People couldn’t find what they needed, so they called us.
Partners were losing money. They sent technicians out for problems we could have fixed remotely.
I spoke with partners, installers and drivers across the Nordics, Benelux, DACH and the UK. Everywhere, I heard the same three things:
It was hard to learn. New staff took ages to onboard, and other people’s features got in the way.
Support couldn’t keep up. People couldn’t find what they needed, so they called us.
Partners were losing money. They sent technicians out for problems we could have fixed remotely.
12 interviews
12 interviews
8 countries
8 countries
03
One product per audience
One product per audience
So I proposed giving each audience its own product.
The bet. If partners had the same remote diagnostics as our support team, they’d fix most charger problems themselves, without a support call or a site visit. Tickets would drop, and support costs would stop growing with every charger we sold.
So I proposed giving each audience its own product.
The bet. If partners had the same remote diagnostics as our support team, they’d fix most charger problems themselves, without a support call or a site visit. Tickets would drop, and support costs would stop growing with every charger we sold.
I mapped every feature to the people who used it, then worked with the other product teams to move what didn’t belong.
04
A clearer portal
A clearer portal
With businesses as the only audience, I could design for clarity.
The portal is where they manage their charging sites, their profile and their relationship with Easee.
With businesses as the only audience, I could design for clarity.
The portal is where they manage their charging sites, their profile and their relationship with Easee.
05
Bringing ST-Portal to partners
Bringing ST-Portal to partners
I restructured ST-Portal and brought it into Easee’s design system. I also mentored a junior designer working on its product team.
A data analyst helped me rank which diagnostics mattered most.
The Customer Excellence team walked me through the most common troubleshooting paths.
I restructured ST-Portal and brought it into Easee’s design system. I also mentored a junior designer working on its product team.
A data analyst helped me rank which diagnostics mattered most.
The Customer Excellence team walked me through the most common troubleshooting paths.
ST-Portal was the internal tool our support team used to diagnose chargers remotely. Powerful, but dense and built for engineers.
ST-Portal was the internal tool our support team used to diagnose chargers remotely. Powerful, but dense and built for engineers.
06
What moved to the app
What moved to the app
I didn’t design the Easee app. My part was deciding which driver features left the portal, and pushing the app team to ship the updates that brought them over.
The move. Driver features moved from the portal to the app, where drivers already were.
The rollout. For the first two weeks some desktop users missed the features that had moved. We added more in-app notifications to make the change clear, and it settled.
The app became the main touchpoint for drivers and grew past 400,000 users.
I didn’t design the Easee app. My part was deciding which driver features left the portal, and pushing the app team to ship the updates that brought them over.
The move. Driver features moved from the portal to the app, where drivers already were.
The rollout. For the first two weeks some desktop users missed the features that had moved. We added more in-app notifications to make the change clear, and it settled.
The app became the main touchpoint for drivers and grew past 400,000 users.
07
What changed
What changed
~50%
~50%
FEWER SUPPORT TICKETS IN THE FIRST QUARTER
Our bet paid off.
Half the support tickets. Partners fixed chargers themselves, straight from the portal.
Fewer site visits. Most issues no longer needed a technician, which protected partner margins.
Support that scales. Self-service replaced a cost model that would have grown with every charger sold.
Our bet paid off.
Half the support tickets. Partners fixed chargers themselves, straight from the portal.
Fewer site visits. Most issues no longer needed a technician, which protected partner margins.
Support that scales. Self-service replaced a cost model that would have grown with every charger sold.
