The mission
How can we help utilities manage EV charging on their grids?
WeaveGrid sells a platform to utility companies that can schedule or pause charging of the connected EVs in their territory. WeaveGrid also assists with the marketing, sign-up, on-boarding, and day-to-day communication of the utility charging programs.
Customer empathy
Interviews
I conducted interviews with actual WeaveGrid drivers and EV owners online through userinterviews.com
Our findings:
- Drivers who actually enroll on WeaveGrid programs are very satisfied overall
- Utility communications add a lot of credibility to WeaveGrid which is an unknown 3rd party
- Privacy and security are very mixed. Some people care a lot and will never give their car credentials and others will hand it over easily
Direct driver feedback
Consolidated and categorized driver feedback from surveys collected through our weekly summary email, utility partner user feedback, and customer service logs
Our findings:
Metrics
Reviewed actual driver behavior through our admin dashboard and tracked funnel metrics to understand potential driver behavior
Our findings:
Customer journey map
I created this map and we populated it with funnel statistics to see where we could make the most improvement
Our findings:
- High fall off areas were from landing page to sign up, connecting a vehicle or charger, and entering a utility account number.
Competitive analysis
Reviewed direct competitors like EV.energy and Optiwatt, EV, energy management, and utility apps
Focused on marketing, sign up, scheduling, charging, error language, and how they communicate tough technical concepts
Marketing
Migrated our program landing page from Webflow to our main driver app
- Reduce a click (11% increase in conversion)
- Make it manageable by customer success teams without needing eng support
- Enable link tracking