Acknowledgement Sincere thanks to our interviewees especially to Henry, Rogier and XXX who agreed to share their EV experiences with us and provided feedback on our prototype. Big thanks to Lawrence Richards and the team from UnBoxed and Char. gy for collaborating with us on this project and supporting our work. Finally, thanks to Phillippa Rose and Hena Ali for their continuous feedback and support throughout this project.
Disclaimer The views, thoughts, and ideas expressed in this report belong to the authors.
Introduction
00
0.1 Context 0.2 Design challenges 0.3 Brief 0.4 Design approach
Define
03
Deliver 4.1 Final Output 4.2 Service Scenario 4.3 Stakeholder Map 4.4 Service Blueprint 4.5 Business Canvas Model 4.6 Future of Sharing
1.1 Desk Research 1.2 Service Gaps 1.3 Competitor analysis/alternative worlds Research
01
2.1 Findings and Insights 2.2 Personas 2.3 Define Questions 2.3 Makers and Breakers
Discover
04
Develop 3.1 Ideation and Inspiration 3.2 Service Concept Development 3.3 Feedback and Iteration
02 05
Conclusion + Appendix
Collaborative Unit
SEDI 2018-2019
0.1 Context In 2017 the International Energy Agency (IEA) estimated that there were 3.1 million electric vehicles in use on the streets worldwide. This figure is up 54 percent from 2016 and shows a marked growth in the EV industry (CNBC, 2018). Predicted total electric cars worldwide will need to increase to 140 million in order to meet the Paris Climate Treaty, with estimated growth forecast of 125 million by 2030. With worldwide growth of EV’s set to increase at a yearly rate of 60%, an estimated 2.3 million accessible on street charge points will be required in order to support this growth (Economist, 2018). Car manufacturers such as Volvo have even gone on to make bold statements about manufacturing EVs stating, “Every Volvo it launches from 2019 will have an electric motor.” (Business Insider, 2017) Should more aggressive policy approaches be used to tackle climate change the IEA sees potential for this number to rise to 220 million electric vehicles by 2030 (CNBC, 2018). Within the UK both England and Scotland have created policy to reduce current emissions levels as a means of effecting climate change and are banning the use of diesel by 2040 and 2032 respectively (UK GOV, 2018). The Mayor of London’s Environmental strategy is also set to see zero carbon emissions from London’s transport network by 2050. With a view to transforming streets and transport infrastructure to support and accelerate this strategy there is a growing shift towards zero emissions technologies (UK GOV, 2018).
00 Introduction 0.1 Context 0.2 Design Challenges 0.3 Design Brief 0.4 Design approach
worldwide number of battery vehicles in use from 2012 to 2017 1
Char.gy Collaborative Project
Collaborative Unit
Between 2013 and 2018 EV ownership in the UK has increased from 3,500 to more than 192,000. The number of plug-in hybrid and pure plug in models available in the UK have also increased, with many top manufacturers now offering EV options as part of their range. By December 2018, over 60,000 plug-in cars were registered, creating a new record. This was a significant leap from the previous record, set in 2017, of more than 13,000 units. In 2018, plug-in cars reached 3.8% as a proportion of total UK registrations, with electric cars representing 2.7% of the Uk’s total new car market (Next Green Car, 2018).
SEDI 2018-2019
Challenges of sharing public charge points Chargy relies on a system of public charge points, with users sharing the
A key aspect needed to ensure EV market growth is transport infrastructure required to support and change vehicles (TFL, 2018). Due to ongoing government and private investment, the UK EV charging point network has increased from approximately 400 in 2011 to over 5,800 locations, with 9,800 charging devices and 16,700 connectors available in 2018. There has also been an increase in high power (rapid) charging units being installed within the UK. The three main EV chargers are classified as ‘slow’ (<3KW Max) and are used for overnight charging, taking from 6-8 hours; ‘fast’ chargers (7-22KW) can complete a full recharge in 3-4 hours; and ‘rapid’ (43-50KW) can provide 80% charge in up to 30 mins (Next Green Car, 2018).
service and managing their requirements. Investigate how this will work and identify any potential future issues. How users will share a unit. Self reporting problems or issues. What happens when the service is down?
0.2 Design Challenges
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With growth in the EV market set to rise in the UK, there is currently a lack of public charge point provision, with only 44% of user needs met.
Along with the lack of provision EV users are also faced with a high number of public charge points being out of service
EV owners are therefore forced to drive to local charge points and leave their car for a 6-8 hours charge, because there is increased pressure for less street furniture and unreserved parking from local residents with nowhere available to charge conveniently in the street. 2
0.3 Design Brief
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SEDI 2018-2019
0.4.1 Double Diamond 0.4 Design Approach
We used the Double Diamond Model framework for this project. This project was carried out according to the four phases: Discover, define, develop and deliver (Design Council, 2007).
Discover
Define
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Develop
Define
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Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
0.4.2 Project Management
0.4 Design Approach
We felt highly productive as a team. We met regularly and had frequent team retrospectives. Instant messaging played a very important role in having a shared understanding in the team. Document sharing through google drive and Trello was instrumental in ensuring all members had access to all primary and secondary research. This was also used to edit reports and presentations. As a multidisciplinary team, we managed to divide tasks according to different skill sets and expertise while ensuring that all members had visibility and an equal input on the outcome of our service.-
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SEDI 2018-2019
01 Discover 1.1 Desk Research 1.2 Service Gaps 1.3 Competitor Analysis/Alternative Worlds
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1.1.1 PESTLE Analysis
Political
Economic
Social
Environmental
Technological
Legal
Goverment incentivs for EV
Decreasing battery costs
Increasing popularity of low carbon alternatibe lifestyle
Climate change
Platforms currently provided for EVF charging still slightly ahead of demand however EV use is growing
Energy consumption and congestion charges
Political stability and co-operation across major market countries
Decreasing renewable energy costs
Increasing preferences or renewable energy
Expanding adoption of environmental approaches
Fight for superior platforms among a range of charging companies and dealers
Social networks and influence of early adopters supporting EV use
Push towards recycling and low carbon emissions for clean air and healthy world
(Economist, 2018; UK GOV, 2018; Next Green Car, 2018)
1.1 Desk Research
During the discovery phase of the project we explored a range of perspectives on EV use within the UK and Europe. We began our discovery phase with a period of desk research in which we explored EV use in the UK using a PESTLE analysis framework. This created an initial framework to analyse key areas (Political, Economic, Sociological, Technological, Legal and Environmental) influencing the EV market within the UK. This formed the basis of our background information for the project. We were able to construct key questions and organise insights from our findings from online sources under these headings and help understand the current context for Char.gy and formed the basis of our service design strategy (CIPD, 2018). 10
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1.1.2 Ethnographic Research
1.2 Service Gaps
Ethnography is often used to provide deep, holistic insights into people’s perspectives and actions, and nature of the world they inhabit, by collecting detailed observations and interviews. In order to gain empathy for our user group and ensure our design would be of benefit we needed to ‘get inside’ the way EV drivers saw the world and understand the challenges they faced
SEDI 2018-2019
Long queues at EV 'pinch points: "Two charging points at a motorway services are fine – unless you have four cars wanting to use them. There are only so many cups of coffee you can drink.”
Charging stations are unreliable/ broken: “Even if you do find one that isn't occupied there is no guarantee it will be working. I’ve ended up having to wait for a hybrid to charge at 1Kw per 20 min. speed as the 2nd charger was broken. Annoying stuff!”
(Sourcelondon, 2018) (Reeves, et al, 2008).
1.1 Desk Research
Online ethnographic research can be used to gather information within virtual communities. As EV users still form a niche market and driving in London is less common for most we decided to join some online forums on Facebook and WhatsApp in order to make contact with UK based EV users. We decided to use online forums in order to unearth some of their deeper motivations, behaviours and sentiments around EV charge point use. Our online observation and interaction were enhanced through user interviews and observations of EV user charging in real time
(UK EV Owners, 2018).
No spaces to charge: “We do get charge rage if someone ICEs (ICEing is EV owner-speak for when an internal ?combustion engine (ICE) car blocks or parks in a charging point space) your bay. And people don’t like it if someone parks a Tesla to charge for two hours. When your car has finished charging, our message is: move it.” (Telegraph, 2017)
(Skageby, 2001).
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Collaborative Unit
1.3.1 Competitor Analysis
1.3.2 Alternative Worlds
With the aim of understanding the benchmark in the world of residential charging points an analysis of Ubitricity was carried out. The reason for choosing this company is that today it is the most direct competitor and it offers the most similar service to Char.gy´s from a user perspective. Ubitricity offers charging points in residential areas by using similar charging infrastructure to Char.gy.
Looking for inspiration from organizations, products and services where similar problems may have already been solved. We explored alternative worlds to look for aspects that could be applied when creating our solution. This research method also included online ethnography, interacting with apps and websites, online research through reading articles, watching Youtube videos and learning of user experiences for some of the services presented.
1.3 Competitors Analysis/Alternative Worlds
The research methods used to collect data were qualitative in nature. These included autoethnography, visiting a charging point and experiencing it first hand, online ethnography, interacting with the app and website, online research through reading blogs and articles and watching Youtube videos.
SEDI 2018-2019
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Competitor Analysis Ubitricity
Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
Highlights
What Intelligent residential on-street charging. Provides access to local, safe and reliable charging infrastructure. A smart charging solution with the market most space saving installations.
1- Flexibility Ubitricity offers two options to charge an electric vehicle. On the one hand, the ubitricity SmartCable (intelligent charging cable) enable users to choose their own mobile electricity tariff. On the other hand, for EV drivers without a SmartCable who want to charge with their own standard cable users can charge with a standard charging cable with no monthly fee or contract required.
2- User friendly for first time experience
Touch points - App - Web-based user portal - Website - Call Center - E-mail
- There is no need to download an app choosing pay-as-you go option - Simple steps paste on the lamp post to explain the user the process - QR code at the charge point to simplify the process
3- User Friendly App - The app is intuitive and it provids the Street View to make it easier for the user to find the charge point - The information architecture is clean and clear - It gives the option to report a problem on the first step of the user's experience
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Alternative Worlds Waze
Char.gy Collaborative Project
Collaborative Unit
What
SEDI 2018-2019
Highlights
By connecting drivers to one another, WAZE helps people create local driving communities that work together to improve the quality of everyone's daily driving. After typing in their destination address, users just drive with the app open on their phone to passively contribute traffic data, but they can also take a more active role by sharing road reports on accidents, police, or any other hazards along the way, helping to give other users in the area a 'headsup' about what's to come, helping them to avoid the frustration of sitting in traffic or cluing them in to a police trap.
Why
Onboarding starts after downloading the app. As the driver sees other contributions made by users, he/she also feels a sense of calling, especially if the information was helpful to their experience
When users submit their own contributions, it is common to receive notes of thanks from other drivers. This encourages a â&#x20AC;&#x153;Thank You Economyâ&#x20AC;?
Curiosity encourages users to actualize the information. Users will often report unique driving conditions like a policeman monitoring traffic speeds. Motorists who are warned of this will be curious to see if the issue is still there by the time they arrive
Incentives and motivation. Users are also awarded points for their good actions Colorful Icons attract people's attention and make the app more playful
Because WAZE uses gamification as a powerful tool to engage users to create local communities. Engaging a new user inovolves being taught behaviours via a game. What are the most addictive apps? Games. So Waze has created an app that feels like a game by introducing simple goals and shiny rewards, a bit of competition, cute characters and lots of fun. It is also an example of personalization to encourage loyalty.
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Alternative Worlds Zip Car
Char.gy Collaborative Project
Collaborative Unit
What
SEDI 2018-2019
Highlights
Zipcar is a car club, that gives the the freedom to users to access a car or van where and when they need one, without any of the hassle or expense of ownership. Once a member, when you need a car, you just choose your model from the great selection parked around your local area; get in and drive off. Zipcar gives the options to choose either Flex or Roundtrip.
Why Because it is an example of Collaborative Consumption. It is similar to Char.gy in the way they have reinvented traditional market behavior of sharing a car through technology. What is interesting about Zipcar in relation to char.gy is the option to reserve a car and how it manages to assure that booking option is respected. Through charging users they assure thet booking will be respected.
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The key to car-sharing success is returning on time. Late members can end up impacting others who have the reservation right after. To avoid returning late, Zipcar does take late returns seriously and charges a ÂŁ35 late fee.
When someone reserve a car, the car blocks and the only person able to unblock it is the user that made the reservation. This is a way of ensure that the car will be available to the user that reserved it.
If the driver does not cancel or amend within the required advanced notice, will be responsible for the full amount of the reservation. Last minute changes reduce availability of vehicles, so Zipcar has this policy in place to keep as many members on the road as possible.
Cancelling a reservation.There is no cancellation fee for Flex vehicles. If the driver has not accessed the car within the 15-minute holding period, the reservation will be cancelled automatically.
When signing in, gives the option to create a new account or invite to an existing account.
It allows some flexibility by giving the option to the user to extend the time via the SMS or the Zipcar app if they know they won't be back on time.
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Alternative Worlds Bird
Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
What Bird provide new transportation options, complement public transit systems, and invest in safety infrastructure that benefits everyone. Bird scooters cut the use of vehicles and reduce the volume of traffic on the road. Bird scooters complement existing infrastructure, and provide an alternative way to get from A to B in areas with fewer transport options
Why Because the app has good functionality in reporting problems it highlights a simple, user friendly design with one click reporting that addresses the needs identified through user research and has potential applicability to Char.gy.
Highlights Reporting broken issues by taking a photo, and helps to improve operations within the community
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Tell users where are the nearby birds and how to ride to get there
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Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
02 Define 2.1 Findings and Insights 2.2 Personas 2.3 Define Questions 2.3 Makers and Breakers
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Collaborative Unit
Sharing a Unit
SEDI 2018-2019
Reporting Problems
“Just unplugging a car does not imply that the charging point will be accessible for other person to use it. There is no point in unplugging a
“There is a lack of transparency in the char.gy experience.”
Payment
“Users are tired of signing up and becoming members of every charging point they use. They crave for simplicity and a universal payment system for
“Charging my car is not like going to the dentist”
“EV users are finding their own solutions to share charging points and communicate”
2.1 Insights and Findings
“Users crave for flexibility, they are looking for an effortless experience which means finding an available and accessible charging point as easily as possible whenever they need it. ”
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“There is no incentive to report a problem because there is no user friendly process to do so. The procedure of reporting a problem is complex and time consuming. When the service is down users prefer to find another charging point because the user cannot perceive the value of reporting a
“If i didn`t need an app or card to top up my petrol car, why i need them now? ”
“The actual process of reporting a problem is not user friendly and no reliable”
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Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
“Many of my colleagues are in these groups, but they’re also a little bit annoyed because they keep asking questions, like ‘Can you take your car away?’, when you just parked to charge, or when you just started cooking”.
“I can see when I drive around this car is full but its still parked there and I cannot unplug it. It would be interesting (to unplug it) but the only thing is that, if sometimes the road isn’t able to fit another car there is no reason to unplug
Roger
Francesco
“It would make sense in a big street when someone charges if you can send them a message on the app, ‘your car is full can you take it away or something”
2.1 Insights and Findings
“(Booking slots) I think for some people, like for really organised people that’s a great scheme, but I’d say I wouldn’t know, do you know that you’re going to stop at Toddington services? Or are you going to need the toilet half an hour earlier and you know stop at the service station before hand and then you don’t want to
Tom
“ I hear more and more that in the smaller villages people make whatsapp groups so they meet each other at a charging point and say, ‘oh can you give me your number? and I’ll give you mine and then I can give a text if I really need it”.
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Harry
“ The other problem with EV is like every different area's got its own charging supplier...what you need is, you know how you can get 4 star petrol cards where you can just top up wherever? So you need that for your electric Vehicle, because otherwise you've got like 10 different memberships to charge your polo, charge with someone else, charge
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Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
2.2.1 Empathy Map
WHO
GOAL
- Young man late 20â&#x20AC;&#x2122;s early 30â&#x20AC;&#x2122;s
- A place to charge his car
- Driving EV & Lives in village
- Charging the car whenever he needs
- Having family & Driving long distance for work
- Find another place to charge when the charging point is out of order - Charging in a easy way
SEE
- Thinking about charging sooner
HEAR
Pains
- More charging points at city when they go to work - Seeing people struggling with charging cables & plug-in - They see people charging at their home - People leave notes on car which is charging with contact number - They see people arguing over the charging point.
Gains
SAY
2.2 Personas
Do
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Behaviors
Beliefs about changes
Needs
Challenges
SEDI 2018-2019
Harry “most people back straight onto the street so they’d have to bring a cable across the street which no one really wants to do.”
Goals
2.2 Personas
“The issue is at the moment if you want to charge you’ve got to go to a dedicated point, because you’ve got to have the right cable adapter ”
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Collaborative Unit
Behaviors
Beliefs about changes
Needs
Challenges
SEDI 2018-2019
Roger “Occasionally you get to a charging point that doesn’t work and then you just go to another one.”
2.2 Personas
Goals
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SEDI 2018-2019
2.2 Personas
2.2.4 Journey Mapping
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Collaborative Unit
SEDI 2018-2019
2.2 Personas
2.2.4 Journey Mapping
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SEDI 2018-2019
2.2.4 Journey Mapping
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1. How might we...
Enable better sharing of EV charging points? and Encourage easy reporting of breaks?
2.3 Define Questions
2. How might we...
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Collaborative Unit
2.2.5 Makers
2.2.6 Breakers
Playful
Simple
SEDI 2018-2019
Flexible
Over communication
Compatible
Time consuming
Lack of confidence or knowledge
Cheap
Reliable
Unreliable of
Extra work
2.3 Define Questions
chargers
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2.3 Define Questions
Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
WE BELIEVE
WE SOLVE
ENABLED BY
RESULTING IN
a support community online for drivers to share experience of dealing with broken problems, a guide booklet for users to tackle with some small brokens, a automatically report for broken problems
time consuming of locating the broken problem, reporting it and waiting more than 12+hours for fixing the broken
charging station owners and EV users, and partnered with ZAP map
more convenient to avoid broken charging points and more easily to deal with broken problems in time
Creating a chargy community that promotes values of sharing charge points and offers driver flexible charging, communication with EV drivers, clear % charge display and (auto cable unlocking)...
The problem of sharing convient EV charge points/ Optimising EV charge point use for Chargy
EV users, partnered with ZAP map/ app developed further by chargy to have chat and booking functionalityâ&#x20AC;Ś
An interactive Chargy community more inclined to use Chargy points as can be sure they can get a space, more inclined to pay for service experience because of certainty and convenience
a new allocation plan for charge points at charging stations which takes full advantage of each charge point
The problem of long waiting time at charging stations
charging station owners and EV users...
a well-organized charging and parking system where every charge point can be taken full advantage of use, so EV drivers donâ&#x20AC;&#x2122;t need to waste time in waiting
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00 DeďŹ ne
0.1Ideation Context and 3.1 3.1 Ideation and Inspiration Inspiration 0.2Design Design Challenges 3.2 Design sprint 3.2 sprint 3.3 3.3 Service Concept Development 0.3Service DesignConcept Brief Development 3.4 3.4 Feedback and and Iteration Iteration 0.4Feedback Design approach
03 Develop 3.1 Ideation and Inspiration 3.2 Service Concept Development 3.3 Feedback and Iteration
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3.1.1 Hackdays
Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
3.1 Ideation and Inspiration
For our share community idea, we thought about presenting the charging percentage to all users in real-time, utilizing a playful approach we hoped this would encourage users to unplug their car, move it and share charge point with others through effective signalling. The photo above shows our initial 'Char.gy bird' concept. We thought using a playful character would help engage users.
At first, we focused on userâ&#x20AC;&#x2122;s motivation to report issues and share charge points. We wanted to find a simple way to encourage them to report issues and unplug and share their EV charge point. To support users motivation to report breaks, we initially thought about a redesign for the charging machines and how this could be done using one 'easy button' as seen in the picture above.
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We paper prototyped the concept of an â&#x20AC;&#x2DC;easy buttonâ&#x20AC;&#x2122; for users to report breaks conveniently. This would update the broken charger on a live map to all users in real time.
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3.1.2 Lego Play
Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
Desktop walkthrough
Through building a service scenario, we found it possible to combine the concept of reporting issues in time and sharing charge points within one service. We focused on how we might build a positive community to encourage good behavior where everyone could benefit from their local residential neighbourhood. People would know when the charge point would be free via a sensor on the lamp post. This would help indicate when a car has moved and the spot becomes available. The user would receive a reminder message and have a 15 minute reservation window for that charge point and be able to park there.
3.1 Ideation and Inspiration
We designed a gift system to reward users who displayed positive behaviors in the community. In addition, we attempted to engage not only EV owners, but also other petrol car drivers around the sharing of parking spaces in local residential areas.
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Collaborative Unit
SEDI 2018-2019
3.2 Service Concept Development
We developed our idea into a mock up and created a slide deck organising our main screens according to use. We took this early concept slide deck and tested it with users on both online forums and through direct contact with EV users who had engaged with us on the project via our local networks. We also developed our concept from presentations and tutorials, receiving useful feedback from both UnBoxed and other team members from the class. This feedback from Unboxed, team members, staff and users was fed into our iteration process.
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3.3 Feedback and Iteration
3.3.1 User Testing
Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
3.3.2 Feedback
“Consider a way of rating users to build trust. Eg. If someone says that he will use it until 3, how am I sure that he will move his car? If I see that he is well rated then I'll trust him. As a user I build my own predictions around the rate of other users,.” --MA SEDI
“I feel like there is no point in unplugging without moving your car (other cars won't reach anyway). Therefore yes, I would also move my car (if there is an open spot anywhere close).”
“One-click charging similar to the parking apps would help massively with improving the convenience. The key is to find a solution which is the minimum disruption to the users normal day to day operation.”
3.3 Feedback and Iteration
“I think this is exactly what people need... But can the app track that you moved your car?” --EV owner
--EV owner
“The ideal scenario for home use is enough infrastructure tapped directly from every lamppost so everyone has the option to use the service without getting up to move their car during the night."
--EV owner
“In regards to charging, the main issue is that you ideally always want a full charge and there are only a few periods available during the day where you can spare 3+ hours to charge.”. --EV owner
“The ideal scenario for work is that every parking location/lamppost near your work/meeting has the same facility, so when you pay to park, you also establish your charging and therefore don’t need to move at an inconvenient time. Restaurant/pub/hotel car-parks are also likely a key win area as these often provide an extended period of stay.”
“The option to choose "charge preference" can set after start charge because at that moment you have more time to operate it.”
--EV owner
“I do not know directly what they mean. Of course; choosing 2 birds ( a community) is always nicer than 'solo fyler'”
“I think the sign up process need to be simplified, now it looks complicated” --MA SEDI
--EV owner
--EV owner “It’s always good to tell people, but if this is a standard message it can be a bit annoying.“ --EV owner
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04 Deliver 4.1 Final Output 4.2 Service Scenario 4.3 Stakeholder Map 4.4 Service Blueprint 4.5 Business Canvas Model 4.6 Future of Sharing 72
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4.1.1 Why join Char.gy Share Community?
4.1 Final Output
The Char.gy app provides residential EV users with the easiest way to find a convenient charge point or report a problem. You benefit by receiving rewards for reporting issues and can communicate in a safe way with other sharing community members.
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4.1.2 Current sharing EV users reported that they wanted an easier more private way of communicating with others and signalling/ requesting to use their local charge point. The Char.gy app indicates not only free spaces but also those willing to share their charge point and the individualâ&#x20AC;&#x2122;s current percentage charge. With this information and an easy way to message, local residents can gain access to nearby charging points and receive rewards to encourage sharing behaviour
Select to Message
Get update that
Send person reward
person has left
for sharing
4.1 Final Output
Char.gy member
Ask to share charging point
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Collaborative Unit
4.1.3 Reporting Issues
We designed our reporting system based on feedback from EV users. They described simply ‘want to charge’. They reported that they would drive off to avoid having to phone or send a message to report issues. They wanted instant, reliable charging and preferred to drive to a new charge point location then stay and wait for a reboot. The general sense was that this process was ‘annoying’. Keeping this in mind we designed an easy reporting system, providing incentives and another Char.gy location to encourage users to not only report breaks but also remain loyal customers.
Charger not working
SEDI 2018-2019
press button
Receive reward
See new free location
4.1 Final Output
Select Issue
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4.1 Final Output
Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
Char.gy Collaborative Project
4.2.1 User Flow First Time User:
Regular Use:
4.2 Service Scenario
Messaging System
Collaborative Unit
SEDI 2018-2019
Char.gy Collaborative Project
Collaborative Unit
SEDI 2018-2019
4.2 Service Scenario
4.2.2 Storytelling
How might we enable better communication for sharing charge points?
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4.2.2 Storytelling
How might we enable better communication for reporting problems?
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4.3 Stakeholder Map
Maintainance need to know where the problems are and how to fix quickly
Char.gy provide comprehensive service for users
Local council need more
User wants easy-convenient charge
Center government need more
Residents Hate street clutter
Charities
want peace and quiet
provide help for
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Collaborative Unit
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4.4 Service Blueprint
USE
BEFORE-USE physical evidences
Zap map Physical signs street furniture
AFTER-USE
mobile phone
mobile phone car
charge machine mobile phone
use Zap map to look for charge point
mobile phone
mobile phone car
mobile phone
NOT BROKEN
FIRST-TIME USE users
mobile phone charge machine
Sign up
connect with machine via NFC and download App
Follow map and go directly to charge point
create character Log in
plug in and start charging
receive remind-
Finish Charge and move car for next user
Receive thank you message and thumbs up
AVAILABLE
and support when you have not used service for 3+ months
Delete account or app, receive follow up message
NORMAL USE view map and see if there is charger available OCCUPIED
receive message once the charger is available
send thank you messages to other users for sharing
BROKEN
Report Broken machine or ICED on App
Receive reward voucher and nearest alterna-
LINES OF INTERACTION front-of-stage
campaigns
put guidance signs on machine
showing charge
Blogging campaign
port and help with set up (Call centre, online )
site and provide support
showing availability in certain area
showing possi-
send reminder
system receive the report message
send â&#x20AC;&#x153;Sorryâ&#x20AC;? message and coupons
send thumbs up messages and rewards
and support
send follow up messages
LINES OF VISIBILITY
back-of-stage
Automated machinne
connect systemwith the sensor
Maintainance and support for hardware and machinne
LINES OF INTERNAL INTERACTION support processes
-create a -organize local
developers
engage with stakeholders
install sensor
recruit maintanance team
agement
-
customer service team
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4.5 Business Canvas Model
Key Partners
Key Partners
Key Activities
Key Activities
Value Value Proposition Proposition
Customer Customer RelationshipsRelationships
Customer Segments
Customer Segments
- Marketing
- Marketing
1. EV users in local1.community EV users in local community - Community messaging - Community systemmessaging system
- Designing app
- Designing app
- Reporting problems - Reporting team problems team
- Signage
- Signage
communication
without home chargers without home chargers communication
2. People in local 2. businesses People inwho local businesses who use EV car chargers use during EV car the chargers during the
day such as delivery dayservices, such as taxi delivery services, taxi - Automated services - Automated & update services & update message
message
and uber drivers etc. and uber drivers etc. 3. Petrol car drivers3.who Petrol park carindrivers who park in their local neighbourhood their local neighbourhood
Key Resources
Key Resources
- Technical support- team Technical support team - Software development - Software teamdevelopment team
Channels
Channels
- Online
- Online
- Local signs
- Local signs
- Word of mouth - Word of mouth -Mobile text
Cost Structure
Cost Structure
Revenue Streams
-Mobile text
Revenue -Council purchases-Council of charging purchases units of charging units Streams
-Individuals purchisng -Individuals memberships purchisng and memberships referring and referring friends
friends
4.6 Future of Sharing Current Sharing Model
Future Sharing Model
What if everyone could benefit from sharing, reporting and being involved with an EV Community?
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The research presented within this report suggests that there is need for better service utilisation, reporting of issues and communication between drivers when it comes to EV charging. The need for greater access to on street charging points will only rise in relation to EV demand. Public charge points are unreliable and people would rather drive to the next available charger than waste time reporting problems. Users also lack a means of communicating with one another outside of providing personal details on their dashboards or communicating via online forums (TFL / Mayor of London, 2017; UK Electric Vehicle Owners Facebook Group, 2019). Our design process explored alternative ways of sharing public charge points. Through user research and insights we learned that many factors influence an EV driversâ&#x20AC;&#x2122; ability to share EV charge points. People reported the need for an easy and convenient way to charge and report issues. In exploring the problem with our user group we learned that sharing EV charge points in a local neighbourhood involved all residents including non-EV users who would use the parking space near the charge point.
05 Conclusion
We found it challenging to discover what service would best meet Char. gy usersâ&#x20AC;&#x2122; needs and what value it would bring in the current competitive market. In order to understand different aspects of sharing we looked to alternative examples of sharing economies such as ZipCar and Waze. We also consulted user research and online forums to understand the major pain points. A major issue affecting EV charge point sharing is the phenomena of ICE-ing when an internal combustion engine (ICE) car parks in a charging point space. Current parking provision for charge points does not restrict parking to only EV users. In order to create a seamless sharing experience we also had to tackle issues relating to communication and privacy. Currently EV users have solved the problem of communication by leaving personal information on windscreens or starting local whatsapp groups to enable sharing. This was described as not ideal for many users who would prefer to keep their details private and found whatsapp messaging from multiple group members intrusive. To ensure the best possible char.gy experience we looked to a solution based on successful inclusive share communities. We learned through user testing that people
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would be more willing to sign up and download apps in exchange for the gains of anonymity, secure communication and a fun element. We also learned that a simple one button function for reporting issues would be readily adopted by EV users. We also learned that this reporting need to be simple as users wanted to charge rather then be caught up in a lengthy inquiry into charging issues. Reinforcing positive behaviours of sharing and reporting issues would also benefit from user a rating system and incentives. Any outgoing costs incurred from incentives would be offset through optimising charg.gy unit utilisation (people sharing units and reliability through fast reporting and maintenance of breaks), referrals and added sign ups from individuals and councils. The Char.gy Sharing Community has been designed to be as simple as possible. It is one possible solution to the problem of charge point sharing and reporting breaks. Our solution would require further testing in close collaboration with partners such as local councils, EV users and non-EV users from residential communities. Including a voting feature within the app for instance would help enable Char.gy and local councils to plan where added charge points may be of benefit in the future. The feedback we received from a range of potential users shows that there is value in exploring this concept further. If it can draw on a wider base of users there may be room for Char.gy to grow its market base to include petrol car residents who may be future EV drivers. In a future where EV spaces are for EV use only there would be possibility to enhance the service with an online reservation system. To completely enable EV charge point sharing in the futrue any solution will need to include all local residents both EV and non-EV users who share parking amenities around charge points and their local councils. We see an opportunity for Char.gy to grow itâ&#x20AC;&#x2122;s brand with councils through the added value of community sharing features. These would encourage positive sharing behaviours for parking spaces and sharing of car related items within residential neighbourhoods. The app would then enable secure communication and sharing among not only EV users but for all local resident drivers.
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+ Appendix Interview Transcript References
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+ Interview Transcripts
on the computer, so I don’t need to do it from an app. So I do this like an option my charging point doesn’t know where I am from my phone. Um in Holland I hear more and more that in the smaller villages and smaller towns outside of Amsterdam that people make whatsapp groups so they meet each other at a charging point and say, ‘oh can you give me your number? and I’ll give you mine and then I can give a text if I really need it.’ This happens a lot, many of my colleagues are in these groups, but they’re also a little bit annoyed because they keep asking questions, like ‘Can you take your car away?’, when you just parked to charge, or when you just started cooking [Because they don’t know, coz they don’t know because there’s no way of seeing how long someone’s car has been there for? They just know they need the charge point]. It happens with the colours when it’s full but when it’s 95% it’s still charging so you don’t know.
Robert Interview Tesla worker and driver 19/01/18 - Ways to manage sharing a unit, current ways people share public units? Like most apps on the mobile phone show if a charging point is in use so if you navigate to it in some cars or on the app then you know its in use, so you drive to another one. This is basically a solution but if the other car is full then that might be interesting if you can unplug it and plug it yourself. [So there’s no way currently of doing that and someone may have left their car charging for a long charge but not need to be plugged in anymore]. No, in Holland we don’t have it but there’s only one way of charging, it if you charge a Tesla on a XXX charger, then you need a small extra cable or a plug so it fits and this one you can disconnect. So sometimes it happens that a Tesla is charging somewhere and then the middle can be unplugged so you take the part you need and then you can still charge, but this is like not an official way, it’s just like a [hack] or a pity for the other driver because he comes back and his car is still not charged.
Interview guide and text
- They don’t show how much time someone has left or autoeject? Not really , many of the charge points also show the percentage of the charge and you can also see it from the other cars. Charging stations in Amsterdam they have three colours which is like blue, yellow and red and yellow means full, blue means charging and red means it doesn’t work. I can see when I drive around this car is full but its still parked there and I cannot unplug it. It would be interesting but the only thing is that, if sometimes the road isn’t able to fit another car so if someone’s XXX but you cannot reach it there is no reason to unplug it. - Is there any way of driver’s communicating with each other to let eachother know or signal that they need the charge or that they are about to approach a point, is it like uber where you get an interactive map so you know where people are?
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- In terms of the red signal, when there is an issue with the charging point how to most people tackle that? will people come out within an hour to repair? In Amsterdam all the chargers have a phone number, which is basically like a call centre and they can reset the charger, so they put the system off and reboot it um, this works most of the time in 5 or 10 minutes, if it doesn’t work then it can be like hardware or the cables and they need to fix it and it takes like 1 or 2 days before they come to fix it. So for me I live in Amsterdam so it’s not really a problem because almost every 2 streets has a charger, but if you live in a small village than you are 2 days without your car because for many people there is not really an alternative to the one charger that’s close to their house. In theory it can happen but it doesn’t happen too often because you would have to be at zero range at your xx and there’s no way to charge 220 sockets charge, because the alternative is you drive it up to the neighbours house and you use the long cables. - You need super long cords for charging? That's mostly for overnight charging but you can use better cables where you get XXX these work but you cannot get too long cables because then it says power loss is too high to charge the car, the limit is one or 2 cables, 10-15m then it works depending on your car, you could charge your car but it would be really slow, its a solution for overnight, where you have a whole day somewhere.
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but then it doesn’t, so they try to show people in time. I think they do internally but you don’t see a sticker on a charger saying ‘fixed within 12 hours’...It would be nice because I’m sometimes a little bit demotivated to make a call because for me it's like 100m to the next charger so I just drive to the new one and is use this one and let someone else make the call. Probably the software of the charger is not there but probably if the charger was activated 3 times, by cars but no actual output of energy than it can report that its broken [It self reports digitally]. Sometimes it’s also smart cars have problems charging, the charger can be the cable not completely plugged in so it can actually be different things, so I would say 3 times makes more sense...
EV in use...You also know now that car manufacturers are also making decisions on what type of cables and what type of energy to use, so you know Tesla was the only one with its own cables but Tesla is also switching to the main European one, many manufacturers are deciding on which connector to use... There are some types of connectors that have a clicking system or a button, we were talking about disconnecting the charger from the car so the one on Chargy has no button nowhere, so if the car locks it it's the car that does it but I can imagine there are other cables with the clicking systems that can be disconnected from the power source and/ the car.
Interview guide and text
- People report by phone and they can see on the app if it's broken but there’s no way to auto tap or signal on your phone that it’s broken? No there no button but I have never checked for that, but could be that there is...let me see newmotion...Like people use the newmotion [Explain]...Is a charging card provider, they tried to make a deal with all the new charge points like developers or ones that build the charge points so that the cards can be used to charge at a certain point. For now they have the biggest network many different countries have their own charging stations and they are connected to many of them, so this week I was in Latvia close the Russian border and then we could use the card as well so that was quite interesting...it’s a tap card...everybody can pay afterwards, what they have in Holland, our company gets an invoice for all the charges and they just say like what time you started charging, for how long, price per KW/h and then the total price and everything is like your invoice….Just as a side note I found a link, ‘give us your issues’, if there’s an issue with the charger, if I press it what I get, it goes to google docs and there’s a small type form, small lines and they pre-fill in the number and address of the charging point and then they ask what’s the problem? and there’s some options...It’s not too difficult to tell then about the issue its 5 clicks and then there’s a next...and there’s a question can you describe the [problem, do you want to give your phone number incase we have further questions and then you can say yes or no and then you can send it, so it’s quite easy. - How does parking work so they have signs EV only? Mostly they don’t do that in the street, but they have a traffic sign in front of the charger that says this spot is only for charging the car. It’s more cost efficient to not change the whole street and reuse the signs to say 104
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H Interview EV user in London 23/01/18
Yep, you see you either go out and join all of them which you can do but then obviously that's a pain in the ass because you're then paying a membership to each and every one, so no one's quite nailed the system for you.
- What made you decide to go electric? There’s basically a government incentive that gives you like £5000 off which helped but more than that its congestion charge free so that goes a long way. So the difference is you can go out and buy a really nice guy and driving it around London will cost you the same as driving a fairly base petrol car, so the incentive went a really long way. So I suppose we went from a VW golf at 200 quid a month to a Mercedes estate at £380 but you then save £200 a month in congestion charge so it kind of balances out. and then on the EV side there's the environmental aspect to it, but they're not really that efficient. The Merc quotes 134 miles to the gallon, in reality since I got it, I'm getting more like 25, 26 which is less than our diesel van, so I wouldn’t say that its super-efficient.
Interview guide and text
- Any other issues? We're in the lovely position where we've got an exterior charging point at work and so I don't charge it at home because I don't have the ability to charge it at home, so I really only go out and charge it when I am at work and that supposedly should give me 17 miles which should take me from work to home and back again, however in reality on a 17 mile charge it would probably get you something in city driving more like about 8-9 miles maybe 10 if you're being really conservative on the driving front. So obviously that's good, its cheap and easy to do. Like I joined a couple of the charging schemes where if you park it somewhere you can charge it but in reality I just don't really use those because it doesn’t make sense, because you've got to park up for half an hour really minimum, sitting there. So unless you're going parking up and having a coffee it doesn't really stack up. The other problem with EV is like every different area's got its own charging supplier, so it's not one supplier where you can just...what you need is, you know how you can get 4star petrol cards where you can just top up wherever? So you need that for your electric Vehicle, because otherwise you've got like 10 different memberships to charge your polo, charge with someone else, charge on the motorway. - Is there are problem knowing where you can charge?
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- Do you have a point at your work? We just put in an exterior powerpoint. We just charge it on the 13amp we haven't put a rapid charger in, the rapid charge was an extra , the one that Mercedes recommended
was an extra £900-£1000 pounds plus install, and then for the install you have to make sure you've got the right cable, it's got to go all the way back to the board, so it's not the most...and then for home installation you've got to have a car park and a place where you can put that because you can't run a cable out over the street. - Do you have trouble finding a place if you need to charge out and around? No, not really there's always points, but I suppose it's got to be free, it's got to be available, it's not always straight forward and then sometimes they're not working, I don't think generally it stacks up to charge it not at work...because the range is not great, maybe if you're full electric but if you're hybrid it doesn't make sense, I think it stacks up if you're just going to and from work or to and from home, reasonably short commuter distances, that's where it makes sense. It's not so much the planning, you've got to be parked up for a particular length of time to make it worthwhile, if you’re just up for ten minutes you might just get a mile of charge. - Re: choosing an electric car…. I just don’t think the batteries are up to scratch yet, and if you’re doing motorway miles, your electric just disappears. I think the hybrid makes a lot of sense in that when you’re breaking you’re recharging the battery that makes great sense. We’re only hybrid not full electric. We did look at the Tesla’s we did take one out to drive and they are brilliant cars, but I think they’ve got the same problem, as soon as you pop a couple of motorway miles on them and you go over 65 miles an hour you kill the aerodynamics and suddenly you lose your range, and then they won’t 107
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quote numbers if you drive it at over 70 miles an hour, your aerodynamics, it’s like driving a brick through a swimming pool you suddenly kill, your range suddenly drops off entirely and if you’re like in traffic heavy breaking heavy accelerating it’s just like a petrol, you’re using up a lot of the range, whereas if you’re in the idea scenario, if you were cruising at 30 miles through a village and you weren’t really breaking or accelerating I’m sure you can get the range that they quote.
where we need them. But I don’t think many people have that opportunity, most people don’t have the opportunity at home where they’ve got a garden, because most people back straight onto the street so they’d have to bring a Cable across the street which no one really wants to do.
Chargy are EV chargers that are built into lampposts…. I haven’t seen those…Would something like that be helpful? Yeh, if there was one outside your house you’d plug it in every night. It would just be a natural progression, but if you. The issue is at the moment if you want to charge you’ve got to go to a dedicated point, you’ve got to have the right cable adapter and then because there’s different ev’s with different adapters, you can have rapid, mediujm or standard charge and then you’ve got to have the right car to receive the right charge, I think at the moment its not quite resolved.
SEDI 2018-2019
- Efficiency and time take to charge? There’s something about how long it takes to get it up and running? Yeh, like it makes sense at work, like I drive it in the morning if I drive in, that makes sense you know? You put it on charge all day and then you run it out for work. You know if you do like a couple of trips in a. Day and they’re to a site or whatever else I think that makes great sense and if we could get an electric van I would, but there’s not really any available yet, well there are but they’re more like the van car version, they’re not a… once they get an electric transit you know I think that will be a sensible move. I mean it’s just on a trickle 13 amp charger so it takes like a few hours to charge up.
- The future of EVs…
Interview guide and text
- What are the main issues? Personally I think hydrogen cars are going to be the way forward because electric just doesn’t stack up in the long run because you’re using rare earth metals to make batteries, you’re using a massive amount of energy to produce it, they weigh a lot more, you’re adding in like, Tesla is 2.3 tonnes which is more than a range rover but it’s half the size because you’ve got 9,600 nokia batteries stored under the floor. I don’t think you have enough rare earth metals to make it feasible for everybody to do that, and it’s great you go out and you produce renewable energy and you recharge batteries bit then you have a loss period, so you’re losing in the energy, you’re losing in the storage, you’re then sending that across the grid losing there and then you’re charging again, then losing again in the battery. You’ve got so many points of depreciation whereas if you go to hydrogen you’ve got a quick refill, you don’t have these extra weight issues, you’ve got long periods of charging, like it’s instantaneous, you can still produce it using renewable energy sources and you’re producing energy to produce a fuel rather than…I think it stacks up better like that. - It’s easy enough where you’re located? Yeh, we’re in the noice position where we’ve got 7 car parking spaces in central London and it’s our property so we can put in power points 108
Occasionally you get to a charging point that doesn’t work and then you just go to another one. You know that’s not a big problem. As you go out you see more and more petrol stations or like the Tesla charging, quick charging points, so there’s more infrastructure going in , you don’t really necessarily, like if you’re doing a long trip you don’t want to stop for half and hour while it charges, like you’re always going to stop for 5 or 10 minutes but on a long trip you want to get there, like petrol stations the food is so bloody dreadful you don’t want to spend more than, you want to spend the minimum amount of time at a service station. The only way its really going to work is it’s got to be in the majority of parking places along the street or its got to be a docking station that you drive over and then charges. I think similarly to how parking is much easier, you need that type of scheme but you also need the holistic, like you need a car that gives you access to every type of charger in the country because otherwise you drive to a new village and they’re using whatever else. The same is in London you’ve got park right, ringo or park and pay by phone. You’ve got to have 3 apps on your phone just to park in central London whereas really you just want to go to one and have it be easy. - A platform with everything there in one place?
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Batteries have a limitation of how many batteries we can produce, apart from Japan’s rare metals which will probably keep us going for another 30-40 years but it’s finite, I think it works as a temporary solution to pollution in cities but it doesn’t work as a full time solution to fuel. It’s too heavy, it’s too inefficient, it doesn’t hold charge long enough, it doesn’t charge quick enough and battery technology is not moving quick enough, somebody has got to come up with a different way to store energy, there’s lots of work into it but I don’t think until it gets to that point it’s going to be a feasible. alternative and the problem is we’re going to put in all this infrastructure and what if in 2 years time we’re going to have 45 hydrogen stations around the country and then you start getting 700 miles to the tank (More efficient). I think realistically for a Tesla they tell you 300 miles range I think you’re probably looking at 180-200 miles on a normal journey which is still a lot and that still covers most journeys but and then it’s going to depreciate as the battery kind of wares out. .Already at Tesla if you get a brand new one they tell you to only charge it to 90% they recommend you never charge it to 100%., because if you charge it to 100% it’s not the best thing for the battery. So they recommend you
Interview with EV Expert 11/01/2019
SEDI 2018-2019
- Interviewee: Male 25 years old Not a EV owner, but have some general knowledge about it - Policy in China: Government gives higher subsidy for EVs owners. Some citizens have to choose EVs because EVs do not need to waiting for drawing an license plate. - EVs Problems: Undeveloped transport infrastructure - Charging Charging points still not enough Many charging points are broken Some charging points in the street belong to taxi company only, do not open for public Charging plugs can not match all of the charge points, if not match, have to change other points - Charging unit installment Most of mechanical car parking place can not install the unit, people who want to have a home unit need to have a garage. Some of community managers do not allow to install the unit due to fire controlment and some other security considerations. Cable capacity at the home garage is not suitable to install the unit, have to expand the capacity.
Interview guide and text
- The cost Considering about battery life, have to pay expensive fees to change a new battery - How to charge in the street Scan the QR code in the unit. Feel easier to use.
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+ References
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Stickdorn, M., Hormess, M. E., Lawrence, A., & Schneider, J. (2018). This Is Service Design Doing: Applying Service Design Thinking in the Real World. " O'Reilly Media, Inc.". The Economist (2019). Electric Vehicles. [online]. Available at: https:// www.economist.com/topics/electric-vehicles [Accessed 26/02/2019]. TFL (2018). Electric vehicles & rapid charging. [Online]. Available from: https://tfl.gov.uk/modes/driving/electric-vehicles-and-rapid-charging https://www.newcivilengineer.com/latest/revealed-tfl-has-no-guidanceon-electric-vehicle-charging-points/10036161.article [Accessed 26/02/2019]. UK Government (2017). Mayor Of London Environmental Strategy. [online]. Available at: https://www.london.gov.uk/sites/default/files/deep_2018_ stakeholder_event_presentations.pdf [Accessed 26/02/2019].
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