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Arrival Electric Van
I led research for Arrival's electric van across three design iterations: alpha, beta and gamma. I was responsible for the holistic experience of the van for all users including: drivers, fleet managers, technicians and many more.
Generative Research
I used generative research to guide the design strategy of each iteration, including ethnographic studies at customer depots and in-depth interviews with the ecosystem of people who would interact with the van. I included quantitative insights when providing design recommendations primarily using in the form of large-scale customer surveys, completed in partnership with the market strategy team.
Evaluative Research
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My approach to evaluative research was grounded in an agile methodology. Usability testing was completed with van drivers during and at the completion of each iteration to benchmark UX progress and understand design improvements.
Outcomes
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Research always included all relevant internal stakeholders including: industrial designers, UX designers, engineers and product managers. This combination ensured the whole team built an understanding of who we were designing for, how the drivers were using their vans today and where we needed to improve their experience. Feasibility was incorporated into each design recommendation in partnership with engineers and all action items were tracked on JIRA to ensure no UX improvement was missed. Using this approach, we ensured that each iteration of the van wasn’t just fixing previous problems, but actually tangibly up-levelling the user experience.
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