JET Charge Connect

Evolving the EV Home Charging Experience

✦ The mission

JET Charge aimed to empower EV homeowners with a seamless setup and charging experience. The original vision began with intentions of being used specifically for an in-house designed charger and evolved into JET Charge Connect, a flexible app capable of pairing with both in-house and third-party chargers.

✦ My role

I joined as a UX/UI designer during the app's early stages. I led the re-design of the UI and contributed to the re-design of the end to end experience for both the initial ChargeMate Home version of the app. I later evolved the visual language and architecture for the JET Charge Connect App as it expanded to support multiple charger brands.

Role: UX/UI Designer
Timeline: 2+ years
Platform: iOS & Android

Tools:
Figma, Figjam, Adobe Suite, Dovetail

Activities:

UI/UX Design

User Research & User Flows

Wireframing & Prototyping

✦ The challenge

The core design challenge was designing an app that paired seamlessly with a product in flux.

Original designs for the app began as a companion for an internally built device, JET Charge's own smart EV charger. Midway through development, work on this device was paused. The business had to pivot: the app now needed to support multiple third-party chargers (Autel and others), evolving from a single-device setup tool into a comprehensive multi-vendor charging platform.

This shift meant reworking many of the early designs, user flows and revisiting initially collected research assumptions.

The challenge wasn't just solving the UI&UX problems anymore, we had to adapt our design approach to a moving business target while still delivering a product that users could rely on.

Phase 1:
ChargeMate Home App

Create a bespoke app coupled with JET Charge’s own hardware, focused on pairing & smart charger monitoring.

Phase 2:
JET Charge Connect App

Pivot designs to fit a broader platform accepting third-party devices (e.g Autel), with session insights & session scheduling

Phase 3:
(Exploratory)

Continue to create designs for future features (Apartment users: managing billing & tracking usage across residents in apartments/etc.)

✦ ChargeMate Home

Understanding the problem:

Before the ChargeMate Home charger was paused, discovery research focused on two primary user groups:

✦

ChargeMate Home owners setting up & managing their charger

✦

Electrical installers, who would need a dedicated installer mode to simplify setup & testing

What we did:

Stakeholder meetings & discussions to clarify business goals

Competitor analysis of main industry competitors; Tesla, Wallbox, Chargefox,etc.

User flows mapping end-to-end charger setup, onboarding & support

Data collection & persona creation for EV owners & installers

High-fidelity prototype testing with 8 participants

✦ Prototypes

Owner Prototype Screens/ onboarding & setup

Installer Prototype Screens/ setup

✦ User Interviews

We ran semi-structured interviews and usability testing sessions with both home EV owners and installers.

We wanted to validate our assumptions, uncover pain points and use these to guide design decisions. By testing high-fidelity prototypes with EV owners and installers, we were able to see where setup felt confusing or stressful and were able to identify what users valued most.

Format: 1:1 remote sessions (30–45 minutes each)

Method: Participants were shown high-fidelity prototypes and asked to complete realistic tasks

Focus: We observed how easily they navigated onboarding, setup, and session management noting points of confusion or hesitation.

Data Collection: Findings were documented in Dovetail, clustered into themes and used to refine flows, language, and error handling

We also gathered feedback on the overall UI and tested some new branding designs

✦ Key insights

Home Users (EV Owners)

Setup anxiety was high → Users worried about pairing, Wi-Fi setup & whether they’d “break something” during installation. They wanted reassurance & clear, guided flows

Scheduling needed automation → Most users wanted charging to align with off-peak electricity rates and didn’t want to calculate or manage times manually.

Transparency built trust → Users valued real-time charging data (progress, speed, cost) & wanted dashboards that made energy use immediately clear

Installers (Electricians)

Wi-Fi commissioning was the biggest pain point → Spotty connections while installing & unclear error states caused delays, making setup stressful

Mobile-first commissioning → Installers preferred to do everything from their phone onsite, avoiding laptops or multiple tools

Need for clear support & troubleshooting → Fast access to phone support, LED error code references & reset instructions were essential to save time on jobs.

✦

Even though the original user group shifted and the installer personas were dropped for the JET Charge Connect app, these interviews helped ensure it was approachable, intuitive and technically reliable. This research assisted greatly in defining the UI, feel and overall user experience of the final app.