01
Everon · EV charging

Giving support the full picture of the network

Everon's support team kept charging stations running — but worked from a static list that told them almost nothing. I redesigned station management into a live dashboard built around how they actually diagnose and fix problems.

Role
Senior UX designer — research & UI
Users
Second-line support agents
Platform
CPO web portal (responsive)
Everon station management dashboard on a laptop
02
The challenge

You can't fix what you can't see.

When a charging station breaks, every offline hour costs the operator money.

But Everon's support team worked from a static list of stations — no status, no errors, no next steps. Diagnosing a single fault meant digging through logs.

The previous station management page — a static list of stations

Before — the previous station management page: a flat list with a status label, and no actionable insight.

03
Problem statements

How might we…

01

Help the support team gather a station's data in an easier way?

02

Enable support to identify and solve station problems faster?

03

Increase efficiency in the support team's workflow?

04

Help support be proactive instead of reactive?

04
Research

Understand who we design for — and their real jobs.

Before building anything, I got clear on the user and the key jobs and pain points to address, using three methods.

01
JTBD interviews & journey mapping
Interviewed the support team using the Jobs-to-be-Done framework to map their core jobs, then built a customer journey from the output.
02
Shadowing
Spent a full day beside agents watching them work — and took a few support calls myself, with their help, to feel the job first-hand.
03
Competitor research
Went through the top 10 competitors to understand how — and whether — they solved this same problem.
05
Who is the user?

Keith — the second-line support agent.

Persona: Keith Baker, second line support agent — daily workflow, needs and pains

Our key user had no proper research or documentation. I built a persona alongside the job map to anchor this initiative — and future ones.

Needs
One source of truth for a clear view of the issue, proactive monitoring to catch problems before the customer calls, and more efficient fixes — in bulk or automated.
Pains
Pulling information manually from many systems, struggling to find the right data fast, making sense of big amounts of data, and being stuck offering only reactive support.
Would make me happy
Getting notified on significant deviations, automated diagnosis, a high-level view of network health, and insights over data.
06
Ideate

Prioritise with stakeholders, then commit.

Using a prioritisation matrix built with key stakeholders, we narrowed a long list of ideas down to three bets.

01
A quick snapshot
See an account's current situation at a glance — activation, offline, errors — without digging.
02
Understand the errors
An easy way to read a station's errors and know what the next steps are to solve them.
03
Export the data
Download station data to bring into reporting tools the team already relies on.
07
Prototype & test

Test before building.

I tested a high-fidelity prototype with five support agents in moderated sessions — and fixed what failed before a line of code was written.

High-fidelity prototype — stations management snapshot dashboard
Snapshot dashboard — as tested
High-fidelity prototype — stations with errors, filterable list
Stations with errors — as tested
“I wouldn't really look at declined card transactions here — that graph doesn't help me solve anything.”Support agent · session 2
“OK, I can see the error name… but then what? I still don't know what my next step is.”Support agent · session 4
08
Iterate

The next iteration.

Errors with next steps, and a graph agents actually use.

Both findings went straight into the next round: the declined-transactions graph made way for more actionable content, and every error now pairs its name with a plain-language description and the concrete steps to resolve it.

“Wow, this is exactly what we need — seeing the code, the suggested actions, and being able to reset the station straight away. This is perfect.”Support agent · follow-up session
Next iteration — station error detail with clear next steps to resolve
Error detail — code, description, suggested actions
Next iteration — station management dashboard with status snapshot, offline-stations graph and connector breakdown
The dashboard — snapshot cards, offline trend, connector status
09
Build

Things rarely go according to plan.

The validated design hit reality: the error-diagnosis engine needed backend work the team couldn't afford, and priorities shifted mid-quarter.

I had to compromise — sometimes against my own convictions. We cut the scope to an MVP: error management was dropped, three features survived. My job became making those three as good as possible with what we had.

A quick snapshot of an account's situation
Still one place to see network health at a glance — easing the pain of pulling data manually from many systems.
Download station data for reporting tools
Cuts the manual copy-paste work agents did for every report — the data comes out in one click.
A filtered list of stations by status
Surfaces the stations that need attention first — a step from reactive toward proactive support.
10
The shipped product

From a static list to a living dashboard.

Station management — account search and status snapshot
Activated stations — filtered, grouped list
Responsive station management on tablet and phone

Snapshot cards, a searchable and filterable station list, CSV export, and a responsive layout — the pieces of the MVP that shipped.

11
Results

What changed for the support team.

“The dashboard allows us to find stations quicker and have a clear overview of the out-of-order connectors — and therefore the state of a site. The stations are also organised in a logical way, so we can understand where a station is in the workflow. That wasn't possible before.”

Second-line support team, after rollout.

“Before, a customer would call and we'd start digging through systems. Now I open the account and the answer is already on the screen — it's changed how we start every conversation.”

Support agent, three months in.

12
Reflection

Shipping something real beats shipping everything.

What I learned
Stakeholder management. Negotiating which features stayed — and how much of each — was a process I had to lead. The first version wasn't what I'd hoped for, but it was the best possible product with the resources we had.
What I'd do differently
Honestly — not much. I stand behind the decisions: the core problem was well understood, and what changed was out of my hands. I'd rather ship a compromised version of the right thing than a perfect version of the wrong one.
13
Working together

What teammates say.

When Daniela first came to Everon, we were a small design team and had been trying to move forward with our design system for about a year. She came in and revolutionized how we were documenting the design system and got us on the right path. She started powering through with great dedication and attention to detail. She's also lovely to work with as a colleague and always looked forward to working together on projects. I highly recommend Daniela!
NHNicole HammondsSenior Product Designer · worked together at Everon
I could work very closely to Daniela at Everon, which we were able to contribute to projects as Design System and more business guided as stations management. She is an outstanding designer who dive-in the business along with her product pair and goes straight to the point. She is humble, honest and very fun to work with. She is definitely a strong player on any product and design team.
TVThiago VieiraHead of Design @ SiA · worked together at Everon