client & task
Working with Foolproof agency we were tasked to analyse the as-is customer experience journey for customers making the switch from a fuel car to an electric car, and to map out the ideal to-be experience. Shell came to us with the intention of increasing customers making the switch to EV and improving the existing experience for current EV owners.
To analyse the as-is customer experience
To create an ideal to-be customer experience
The UX consultants on the project analysed the existing as-in journey and together as a team we visualised the map. Once this was done we looked into the pain points that existed and concepted some ideas that could solve these problems. We then ran a week long research session with 12 participants from UK, Germany and The Netherlands. We created 23 ideas and I illustrated them in scamps to help users understand each idea in research. From the findings in the research we simplified the to-be map and visualised this for the end deliverable.
Using a mixture of Balsamiq and hand drawn scamps, I created 23 concepts with the team for testing. The ideas were intended to illustrate both at home and on the go experience for people at all touch-points.
The experience maps
Our final deliverables were the as-is map and the to-be map. As they are part of the same journey and brand we wanted visual consistency but to illustrate a simpler journey in the to-be. Within the to-be map we had several ideas from concepting and research that Shell could implement and develop internally.