Business + product strategy using design thinking
The Problem
Large Electric Vehicle customers encounter high interconnection costs and lengthy timelines during the interconnection process. How might we decrease interconnection costs and timelines while also encouraging customers to change their charging behaviors?
The Work
During my first week at National Grid, I designed and facilitated a suite of workshops with business SMEs. The goal was to elaborate on ideas they held after conducting user research (before I joined) and turning them into an actionable business strategy that would enable the team to meet their EV Flexible Connection goals.
My Role
Service Design
Workshop Creation
Workshop Facilitation
Design Strategy
Direction + Mentorship
Workshop 1 - Gathering Insights
The purpose of this first workshop was to review the research findings as a group and then synthesize the findings into themes so that the entire team was aligned and had a shared understanding of our customer’s needs. We also spent time understanding our knowledge gaps and areas that needed more research.
Workshop 2 - Ideation + Brainstorming
Workshop 3 - “Feature” Definition
What comes next
A working service blueprint (or something similar) that shows the omni-channel EV customer experience as it relates to existing and new services at National Grid
North star/visioning + discovery to tackle unknowns
High-level product roadmap that aligns work to be done with resources and staffing efforts
Spinning up a product team(s) that can begin to focus in on the work