Enabling Preventive Maintenance: Designing for Operational Resilience in eMobility
Streamlined workflows and digital solutions for a preventive maintenance offering
Results
At Shell Recharge Solutions, I led the service design track for the development of a preventive maintenance offering aimed at reducing downtime and improving operational performance across B2B charging sites. This initiative was a strategic step toward enhancing customer value while increasing efficiency and reliability at scale.
Working closely with product managers, operations leads, and commercial teams, I supported the end-to-end design and early delivery of this new service capability.
Key contributions included:
Co-defining the customer journey and service blueprint to integrate preventive maintenance seamlessly across siloed systems and touchpoints.
Designing and running a research pilot at three customer sites to understand operational pain points and validate the value proposition in real-world conditions.
Translating insights into tangible outcomes, including product enhancements, service protocols, and a roadmap for soft launch and future scaling.
The pilot generated actionable input for both technical development and customer-facing processes, and served as a strong foundation for the phased rollout of the service across Shell’s eMobility operations.
Due to the internal nature of the project, specific materials are not publicly available, but I’d be happy to share insights and reflections from the experience in a one-on-one conversation.