Through interviews, surveys and testing, I uncovered the following issues:

• Limited features compared to competitor apps
• Lack of personalization options for vehicle management
• Inconsistent performance and reliability across features
• Complex menus that made accessing key functions slow
• Over-reliance on Google ecosystem without flexibility for alternatives

I addressed these challenges by:

• Designing a dashboard-first layout for instant status overview
• Providing quick access to core functions (charge limit, lock/unlock, digital key)
• Simplifying profile and car management into one streamlined area
• Introducing a route planner with trip sharing and vehicle locating
• Aligning the design with Polestar’s minimalist brand system for clarity

• Simplify the user journey for core functionalities
• Build trust through clear verified vehicle status and controls
• Deliver personalization via profile management and customizable control panels
• Provide seamless integration between app and vehicle (remote lock, charge control, etc.)
• Make remote vehicle management intuitive, fast, and consistent

Emma, 38
Occupation: Graphic Designer
Location: London, United Kingdom

Behaviors:
Tech-conscious minimalist, uses the Polestar app daily for vehicle management, values clean design

Pain Points:

• Limited customization of features
• Over-reliance on Google services
• Difficulty finding certain controls quickly

Participants: 4 Polestar vehicle owners
Method: 30-minute remote interviews (recorded and transcribed)
Goal: Identify core frustrations and unmet needs in the app

I conducted 4 user interviews with Polestar owners to identify core frustrations and expectations.

Analyzed App Store and Play Store reviews, which revealed common complaints about:

• App slow to load or sync vehicle data
• Key features (like remote lock or charging limits) buried under menus
• Unclear feedback on whether actions (e.g. lock/unlock) succeeded

Insights from all sources pointed to a need for:

• Faster access to core controls (lock, charge limit, etc.)
• Simpler, customizable home dashboard
• Clearer confirmation of actions

Goal: Detect key friction points in remote vehicle control tasks
Tools used: Google Lighthouse, prototype task testing with 4-5 users

Evaluated Tesla and Rivian apps to identify best practices in EV remote management, route planning, and personalization features

Mapped user journey from opening the app to completing key tasks (locking car, setting charge limit, planning route)

Grouped insights from interviews, surveys, reviews and tests to highlight themes:

• Trust & Feedback
• Control Access Complexity
• performance & Sync Issues
• Personalization Limitations

These insights shaped the design priorities, feature roadmap, and visual refresh.

How might we empower Polestar users to personalize their app experience for faster, more intuitive control?

I focused on:

• Dashboard-first layout for quick status overview
• Quick access charge limit and lock/unlock features
• Simplified profile and vehicle management
• Clean, minimal UI aligned with Polestar brand
• Route planner with trip sharing

1. Onboarding: Phone + Google/Apple ID login
2. Home: Dashboard with charge status, lock/unlock, digital key
3. Manage Car: Settings, support, orders
4. Route Planner: Share route to car, locate car
5. End Task: Confirmation and feedback options

Design aligned with Polestar’s minimalist aesthetic, focusing on clear iconography, ample spacing, and light/dark mode adaptability

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