EV charging for first-time users
Overview
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As electric vehicles become more common, many residential energy customers lack a clear understanding of how EV charging works at home.
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This case study focuses on using content design and UX writing to reduce cognitive load, build trust, and help first-time users confidently understand EV charging basics.
Problem
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Being new to EVs, many users need explanation:
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What EV charging actually does
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How it works in a residential setting
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Whether charging at home is complicated or expensive
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Without clarity, users risk disengagement or even misinformation about EVs.
Context
Brand: Reliant
Audience: Residential energy customers with limited technical knowledge
Content Type: Educational explainer page
Environment: Regulated utility space with high accuracy and trust requirements
Constraints:
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Technical complexity
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Regulatory compliance
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Need for clarity without oversimplification
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The content needed to be accurate, approachable, and scalable for a broad audience.
My Role
I led the content strategy and UX writing for this experience, including:
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Defining the narrative structure
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Writing all user-facing copy
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Collaborating with internal stakeholders to align product education, brand voice, and compliance needs
While the final deliverable was a written page, the work focused on designing a flow of understanding.
Content and UX Decisions
Designed the content around user questions
Rather than starting with technical definitions, the content follows how users naturally think:
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What is EV charging?
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How does it work at home?
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What kinds of chargers exist?
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How does charging affect electricity usage?
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Reduced cognitive load
Information was introduced gradually, moving from high-level concepts to practical details. This allowed users to build confidence before encountering complexity.
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Used plain language to support trust
I avoided technical terms or clearly explained them in context. The goal was clarity first, without sacrificing accuracy in a regulated environment.
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This approach aligns with broader renewable education efforts:
🔗 Smart home scenes and routines
Outcome
The explainer became a reference point for internal teams supporting EV-related customer education.
User confusion around EV charging concepts was reduced, based on qualitative feedback.
Related pieces applying the same clarity-first approach include: