Mobility

Consumer

In 2020, Grønn Kontakt, operating in Norway, Sweden, and the UK, was acquired by Statkraft, together with ee – Mobility and E-WALD in Germany, and changed its name to 

 By then, EGGS was already involved in user insight work to get a more accurate and deeper understanding of Mer’s customers. We embarked on a change journey together with Mer to redesign their app as well as implement their new brand.

From business-focused to user-oriented

Brand implementation has been important since consistent, clear communication works as the "glue" that integrates the different touch points – both digital and physical. Having holistic, unified visual communication that is well adapted to different locations facilitates the use of the service.

We've helped Mer on their transformation journey, maintaining focus on the customers and facilitating the user experience with the help of design. This involved interviewing their many different types of customers; from the users of their 260 charging stations to the users of their chargers in commercial buildings and housing cooperatives.

Mer's goal was to create a holistic, consistent, and smooth user experience. This required deep user insight work and close collaboration between different design disciplines, as well as with the client and other external stakeholders.

Their offering consists of an entire service ecosystem, both physical such as the stations and chargers in different locations, and digital such as services in the app and website. It encompasses numerous touch points, and the user journey and experience could sometimes be complicated. Together with Mer, we used what we had learned about the customers’ pain points to develop a simpler, seamless, and more holistic customer journey. This work involved: digital design, frontend development, brand implementation and information design, industrial design, and service design.

Transforming insights into a consistent experience

More than concrete design solutions, the process has also been about creating tools and know-how for working continuously with transformation and innovation in the company. Innovation is a process that is never finished. In this project, the app is one part of Mer’s innovation and digitalisation journey, which continues beyond there. A key building block in the project is rigging a good team and development process. Moreover, we have together defined the goals that the agile team can aspire to reach and centre around in the further development of the service.

Rigging for continuous development

The redesigned app offers customers an improved experience with a new look and feel. It gives a better overview of the user account and settings and makes it easy to find available chargers through maps and directions. Moreover, it provides information about the amenities available at the charging stations, such as restaurants, toilets, and other services.

Designing for Electric Vehicle (EV) charging