From 5,3 to 9,3 usability satisfaction with the PlugShare Check-in flow.

Company

Personal Project

Role

Product designer
UX Researcher

Timeline

05/2022 - 06/2022

PlugShare is a free application for iOS, Android, and web that allows users to find and review charging stations, check in when they charge, share tips, comments, and photos.

Problem Statement

How might we facilitate the use of the key features of the app?

The most commonly used feature of the app, the Check-in process, is not intuitive and is frustrating for users to use.

Understanding the users

Who are the users, and what do they think about the app?

After reading App Store reviews, considering my own experience as a PlugShare user, and being part of the community, I've identified the main characteristics of the target user:

Regular user

- uses the Check-in regularly
- the main need is for the Availability status of the different plugs
- mostly charges at the same station, area
- uses the app on the go
- appreciate the message feature

On trip user

- uses the Desktop app to plan the trips, as the feature is not supported on Mobile
- uses the app rarely, not accustomed to the UI
- appreciate the photos of the charging stations, as they remove the doubt about the accuracy of the information

I will be designing for the Regular user, with the specific needs and wants.

Why? The majority of frequent users fall into this category, likely due to the unsupported Trip Planner feature on the mobile app.

Ux audit

Finding friction points on the main flow, while using the app.

The flow I'm focusing on involves selecting a charging station on the map, accessing the essential information for EV drivers, and completing the check-in process using an available plug. Here are some issues I found:

1. Lack of hierarchy

2. Important information not available

3. Lack of flexibility

4. Inconsistency

Usability testing

Testing with users the original app.

I conducted usability tests for the original app, the first part in a live session, and the second part using the online testing tool, Maze. The objective of this test was to validate my assumptions and previous knowledge about the user's pain points.

100% missclicked rate when trying to check in.

5,3 out of 10 usability satisfaction.

key takeaways

What I learned from all the research.

Information architecture has to be a reflection of the user’s priority needs.

Interfaces should exclude irrelevant or seldom-needed information. Every extraneous element in an interface competes with relevant information, diminishing its relative visibility.
Users should not have to scroll excessively to access the most vital information.

Make the system status visible, inform the user of the current available options.

When all the charging plugs are available, there is no visual feedback to inform the user of this status. Additionally, when a car is charging, this information is displayed in an arbitrary location without indicating the type of charger being used.

Follow Jakob’s Law, use the already standardized conventions.

PlugShare users are often in a hurry, so ensuring the app is as user-friendly as possible is crucial.
Many users tend to tap on the wrong buttons when trying to access details, as these buttons are placed at the beginning of the related segment

ideation

Exploring different avenues.

1. What types of plugs there are, and how many?

2. Which chargers are available/ being used/ out of use?

3. Is someone waiting in cue?

4. How much does it cost?

5. What facilities are in the area?

Assumptions:

1. PlugShare users know what plug charger they need only by looking at the shape of the plug

2. Users have access to the charging duration for their car

3. The app has access to the GPS of the user’s phone, in order to determine their location

First prototype.

After six iterations, I decided to create a prototype and conduct user testing. Following the test with the first user, it became evident that the black and white prototype didn't provide enough information to ensure an intuitive visual experience.

Prototype, revised.

So, I returned to the design process and created a higher-fidelity prototype while making some additional changes:

1. Removed the plugs names, and replaced them with the availability status.

Why? This was based on the assumption that PlugShare users can identify the charging plug based on its shape.

2. Stripped down the displayed information on the top panel.

Why? To maintain a clean interface with legibility and ample white space, avoiding clutter.

3. Moved the “Navigate to” button.

Why? To make sure that the design is minimal and aesthetically pleasing.

Usability testing

The Pilot test.

I conducted a pilot test with seven volunteers who were EV drivers from Reddit. It was an online moderated usability test using Maze, aimed at fine-tuning the questions and gathering feedback on the tasks and the redesign

33% testers bounced at the second task.

50% testers got lost on the second task.

The refined usability test.

I conducted the new usability test with 8 volunteers, EV drivers from Reddit.

70% found out where the information about the queuing is.

7,9 out of 10 usability satisfaction.

0% missclick rate on choosing a plug with someone in the queue.

Design

Fine tune the design based on the results.

I made the reason for the inability to queue very obvious by placing the information next to the button, applying the proximity rule. Additionally, I clarified the text copy.

Testing

The final test.

The final usability test was conducted with three friends who were committed to completing the tasks, thoroughly reading the instructions, and providing objective feedback.

0% miss click rate on choosing the correct plugs.

9,3 out of 10 usability satisfaction

100% found out where the information about the queuing is.

“This is really cool! Love when UX takes into account real life feedback. It looks very cool.”

hand-off

Passing on the goodies

Reflection

What I have learned.

Throughout this project, I learned the importance of the quality of testers. They should be incentivized to ensure the reliability of testing outcomes.

Another valuable lesson was the significance of engaging with the community. Being able to empathize and understand people not only provides amazing insights but also a unique sense of fulfillment.

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