User-centric culture
Many employees working on electrification do not own an EV, resulting in a lack of understanding of our customers' experiences and how our product designs affect their levels of satisfaction and confidence.
To address this gap, I initiated 'EV Safaris' with my team, allowing colleagues to drive vehicles in conditions similar to those of our customers.
95% of stakeholders across product, tech, and business agreed that EV Safaris helped them become more customer-centric.
Several initiatives to enhance customer experience originated from this program, as well as an innovative way to pro-actively gather user experience data and monitor satisfaction levels of the charging sites.