The future of EV is local
Char.gy is a London-based start-up on a mission to make charging your electric vehicle as simple as charging your phone.
Understanding char.gy’s Core User Base
Since its founding in 2016, char.gy had grown rapidly but lacked permanent design support. I was brought in to embed user-centred design across hardware, web and mobile platforms.
My first step was to work with the customer service team to map recurring pain points and explore how design could reduce the volume and friction of common support issues.
With no formal feedback loop beyond support channels, I introduced an incentivised quantitative survey sent to all existing customers. The survey also recruited participants for qualitative interviews with those who had used char.gy’s services within the previous twelve months.
This research revealed a wide range of challenges and opportunities that went on to shape the product roadmap. While there had been early discussions around developing a native app, the evidence gathered through this study helped confirm the need, underline its urgency and secure buy-in from senior management.
"Trouble free charging experience...One of the better apps. Five stars."
— App store review
Building the UI
Working closely with the product manager, I created a rapid prototype to validate our early ideas with a cross-section of char.gy users. The research quickly surfaced gaps in our assumptions—both in how users navigated the app and in the core functionality they expected.
Using this feedback, I iteratively refined the prototype during testing sessions, ultimately arriving at a stable specification ahead of development. From there, I established a mobile design system in Figma and collaborated daily with developers to ensure every story was supported by clear UI designs, requirements, and microcopy.
The outcome
The launch of char.gy’s native iOS app marked a significant milestone in the company’s evolution, offering users a more seamless and reliable way to access EV charging services. Stakeholder and customer feedback was overwhelmingly positive, validating key design decisions and reinforcing the importance of a user-first approach. Beyond improved usability, the app helped strengthen brand trust, accelerate adoption and set a strong foundation for future product enhancements.