Chargefox | K.I.S.S.

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ML

Chargefox

Designing idle fees ethically for electric vehicle charging

Timeframe: 12 weeks

Role: UX and UI designer

Client

Chargefox is Australia’s largest and fastest growing electric vehicle (EV) charging network.
It is a platform that connects EV drivers and charging stations.

Problem statement

Drivers using Chargefox’s EV charging network sometimes leave their vehicles connected to charging stations after their charging session is complete.

It prevents other drivers from accessing the charging stations, resulting in increased wait times and frustration.

This is also a problem for Chargefox, as it results in operational inefficiencies and could lead to decreased user satisfaction.

What are idle fee

Idle fees are an additional charge that are applied to a charging session when a driver’s vehicle stops charging and remains connected to the charging station.

$1/min

after a 10 min grace period

Ethical design

As an ethical designer, I prioritised transparency and fairness throughout the journey.

The goal is idle fee to encourage drivers to move their vehicles when they finish charging, not to penalise them unfairly.

Transparency and communication

Communicate the idle fee policy clearly throughout the entire journey in simple language.

Make refund request process easy

Allow drivers to refund for certain circumstances.

Implement a grace period

Allow drivers a grace period of 10 minutes after their vehicle has finished charging before charging an idle fee

Charge a reasonable fee

Align with industry standards.

Support

Provide easy access to help and support.

A smartphone displaying a colorful abstract wallpaper with notifications on the lock screen, including a reminder to remove a vehicle and a message about a charging session nearing completion.

Flowchart depicting the journey of an ev driver, highlighting various stages like onboarding, finding location, charging, and post-charge. includes icons and decision points for communicating idle fees.

An impact-effort matrix presenting various project ideas for team alignment and design prioritization. the ideas are placed in quadrants indicating varying degrees of impact and effort.

A smartphone displaying a colorful abstract wallpaper with notifications on the lock screen, including a reminder to remove a vehicle and a message about a charging session nearing completion.

A smartphone displaying a map app with various location markers and a detailed pop-up for a charging station labeled "chargebox hq" with pricing information and idle fee information

A smartphone screen displaying a notification message from a charging app titled "idle fees started." the message indicates that the free 10-minute grace period has ended and idle fees are now being charged.

A smartphone screen displaying a notification from a charging station app indicating "charge complete" with an option to dismiss and a reminder to move the vehicle to free up the charging station.

An electric car being charged at a charging station. a close-up shows the charge plug connected to the car's port with a warning tag on the cable, which contains idle fee information.

Design

Driver feedback on forums and social media

A screenshot of an online comment by Adam, saying all chargers should do this

A screenshot of an online comment by george, saying electric vehicle owners be paid $1 per minute when their chargers are idle and broken, stating nobody likes wasted time.

A screenshot of an online comment by Steve, saying great, i just wish idle fees in general were higher, $5 per min should be the minimum but this is a great start.

A screenshot of an online comment by Ma, saying Good! Even tho I don’t own an EV yet, i think people who hog charging station stations should be changed for doing so, this is only fair

A screenshot of an online comment by D, saying Also we need reliable and consistent policing of vehicles that are parking whilst root charging, whether ICE or EV. it’s an EV charging spot. Not parking spot! I have yet to hear ever of a vehicle copping a fine for ICing a charing spot.

A screenshot of an online comment by Dan, saying it should not be a trail. All DC fast chargers should have idle fees.

A screenshot of an online comment, saying correction, the WA EV network finished trialing idle dee a few months ago and idle fees are now fully implemented across the WA EV network using chargefox. There is now no excuses for charger owners not to implement idle fees.

A screenshot of an online comment by C, saying why only WA? Roll it out to all chargefox fast-charger australia-wide.

I loved working on this project, I learnt so much about EV charing and drivers’ behaviours. It was a great opportunities to apply ethical design on such cool project.

We thought some drivers might be upset about idle fees, but no long after it went live, we received lots of positive feedback, drivers are liking this idea.

Transparency and communication is the key

Outside of work

Although I only spent two months on this project, I made some friendships.

I didn’t just share my passion for ethical design with the business; I also shared my love for Brazilian Jiu-Jitsu with the team.

I invited a developer to a Brazilian Jiu-Jitsu intro class where we had a blast, playfully (and safely) choking each other out. It was a fun and unique bonding experience that we still laugh about today.

I am so lucky to have worked with such an amazing team, inside and outside of work.

A collage of group photos in casual settings, including the office, a gym, and a parking area with electric charging stations.

It's not often that people are excited about penalties.

This project shows ethical design can make a real difference.

Read this case study in full detail

🔒 Access available on request 🔒

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