The Future of EV is Local

Understanding the user base

Char.gy had grown rapidly since 2016 but had no permanent design support or formal feedback loop beyond customer service. I was brought in to change that.

I started where the friction was most visible – working with the support team to map recurring pain points and identify where design could reduce contact volume. From there, I introduced an incentivised survey to the full customer base, using it both to gather quantitative responses and to recruit participants for in-depth qualitative interviews.

The research surfaced a clear picture of unmet needs across the product. It also made the case for something that had been discussed but not yet committed to: a native app. The evidence confirmed the need, established the urgency, and secured senior buy-in to move forward.

Building the UI

With the direction confirmed, I built a rapid prototype and tested it with a cross-section of char.gy users. The sessions were revealing – gaps emerged quickly, both in navigation assumptions and in core functionality users expected but we hadn't prioritised.

I refined the prototype iteratively across testing rounds until we had a stable, well-evidenced specification ready for development. From there I established a mobile design system in Figma and worked closely with the development team daily, ensuring every story went into build with clear UI designs, defined requirements and considered microcopy.

The outcome

The iOS app launched to strong reception from both users and stakeholders. Beyond individual feedback, the launch marked a shift for char.gy as a product company: from a service with digital touch points to one with a considered, research-backed mobile experience at its centre.