VOLTRON MOBILE APP
Voltron is a product under PT. Exelly Elektrik Indonesia, a pioneering company providing advanced electric vehicle (EV) charging services in Indonesia. With over 165 stations spread across various provinces, Voltron is dedicated to delivering the best charging experience through cutting-edge technology and exceptional service.
ASSIGNMENT
To re-design Voltron mobile app for enhanced user experience and reduced complaints.
ROLE
Project Management
UX Research
UI Design
UX Design
PROJECT INCLUDES
User Research
UI Design
Final Design
Prototype
COMPANY
PT. Exelly Elektrik Indonesia
YEAR
2024
PROBLEM AREAS IDENTIFIED
Following discussions with a Voltron representative, reviewing customer complaints provided by Voltron customer service, and interviewing five users, I decided to gain firsthand experience. I used the Voltron app as a customer looking to charge my car, with assistance from a Voltron employee who used their own electric vehicle. This immersive experience allowed me to identify several issues within the app that mirrored the pain points reported by customers.
Unclear Availability Status
Current Situation
The app indicates the current availability status of charging stations using standard text labels.
Problem
This design approach makes it challenging for drivers to quickly and safely determine station availability while using the app.
Impact
Users often struggle to ascertain whether a charging station is available, occupied, or closed, leading to potential delays and frustration.
Confusing Charging Process
Current Situation
The app displays both charging status and kWh (kilowatt-hour) information on the same screen.
Problem
The equivalence in displaying kWh and battery charging status causes confusion among users, as "kWh" refers to energy usage, not the charging state.
Impact
The unclear definitions and differentiation between charging status and energy usage lead to misunderstandings, resulting in a frustrating user experience.
Inconvenient and Outdated Design
Current Situation
The current app design is based on the initial version developed without proper UI/UX strategies.
Problem
The interface and overall user experience are not user-friendly, particularly for users who need to navigate the app while driving.
Impact
Users find it difficult to navigate and use the app due to unclear terms and navigation flows, leading to a significant amount of frustration and decreased user satisfaction.
DESIGN OBJECTIVE
To address these issues, the redesign of the Voltron mobile app aims to:
Implement a clear and intuitive availability status indicator for charging stations.
Simplify and clarify the charging process information to eliminate confusion.
Develop a user-friendly and modern interface that ensures convenient and safe usage, particularly for drivers.
DESIGN STRATEGIES
UX Audit
Identify the limitations and issues of the previous Voltron app to create design recommendations.
User and Stakeholder
Conduct an interview to gain insights from Voltron’s Customer Care and to review complaint files from their database.
IA & Wireframes
Develop a new IA to structure content and features, and create wireframes for the app's new layout and flow.
Visual Concept & UI Design
Develop a new visual concept that embodies simplicity and convenience for users while driving.
THE CHALLENGE & THE SOLUTION
Challenge 1
🙋🏼♀️
As a user, I want a clear and intuitive indicator of charging station availability so that I can quickly and safely determine if a station is available, occupied, or closed.
👷🏾
How might we design a more intuitive and visible indicator for charging station availability to help users quickly determine the status of a station?
✨
The new design highlights each station's availability status, automatically sorts the nearest compatible stations to the top of the list, and shows which chargers are available, in use, or unavailable.
Challenge 2
🙋🏻
As a user, I want the charging process information to be simplified and clearly differentiated so that I can easily understand my total kWh and Baterie status without confusion.
👷🏿♂️
How might we simplify the presentation of charging process information to clearly distinguish between charging status and energy usage?
✨
The dashboard monitor for the charging process has undergone a significant design change. Users can now easily monitor the total kWh charged, total payment, charging time, and battery charging process. These dedicated sections make it easier to understand all the information displayed.
Challenge 3
🙋🏿♂️
As a user, I want a modern and user-friendly interface so that I can conveniently and safely navigate the app, especially while driving.
👷🏻♀️
How might we redesign the interface to be more user-friendly and modern, ensuring it is easy and safe to navigate, especially for users on the go?
✨
The UI design has undergone a significant transformation, staying true to the Voltron brand. While embracing a modern aesthetic, the new design prioritizes convenience and user experience, especially when driving. It remains comfortable to use outdoors in bright sunlight or indoors.
LIVE PROTOTYPE
Please explore this live prototype to experience the finalized flow and design, which have been implemented as the final version.
DESIGN IMPACT
My team and I conducted a validation test on this design, and to gain more user insights, we implemented a 60-day app trial. To obtain valid results, we compared the total ratings received on the previous design along with the number of complaints received on Whatsapp CS Voltron to the total ratings and complaints received for the new design.
It's important to note that the ratings we collected are based on in-app ratings, not ratings on the Android Play Store or iOS App Store.
60-Day Trial Results:
The new design has demonstrably enhanced overall user satisfaction, and the number of app complaints has drastically decreased. Notably, most of the complaints received are unrelated to user interaction within the app.
The total number of complaints collected over the past 3 months was compared to the total complaints received for the new design after 2 months of implementation.
Given this successful outcome, the new design will be gradually implemented across all Voltron service areas beyond Jakarta.
STATIONS
These are Voltron stations at various locations, and some locations still use the EVCuzz label. However, the hardware remains compatible with the Voltron mobile app.
LIMITATION & OBSTACLE
It was found in some machines that during battery charging, the numbers displayed on the machine monitor and the user's phone are not in real-time, causing a delay while charging is in progress. Some users were confused by this issue.
Since this is related to the hardware in the EV Charge machines, it cannot be solved at this time. However, when charging is complete, the numbers on the app and the machine monitor match, so it has not been a major issue as there have been no complaints about it.
GET IN TOUCH
© Fendra Punu. Product Designer (Mid-Sr. UI/UX). Jakarta. 2024. All Rights Reserved.