Designing a Home
Charging Ecosystem
Ford’s First IoT-Connected Experience
Designing a Home
Charging Ecosystem
Ford’s First IoT-Connected Experience
Overview
When Ford prepared to launch its first all-electric vehicles (the Mustang Mach-E and F-150 Lightning), the hardware was ready, but the customer experience wasn't. Buyers understood the excitement of owning an EV, but not what it meant to charge one at home.
New Ford EV owners were buying $100,000 vehciles without any real undestanding of what they needed to do.
Ford needed to build out a safety net to keep their brand and trust with their customers.
Designing a Home
Charging Ecosystem
Ford’s First IoT-Connected Experience
Overview
When Ford prepared to launch its first all-electric vehicles (the Mustang Mach-E and F-150 Lightning), the hardware was ready, but the customer experience wasn't. Buyers understood the excitement of owning an EV, but not what it meant to charge one at home.
New Ford EV owners were buying $100,000 vehciles without any real undestanding of what they needed to do.
Ford needed to build out a safety net to keep their brand and trust with their customers.
The Challenge
The Challenge
The Ford Wallbox Ecosystem was a cross-disciplinary program created to define and deliver the home charging experience for Ford's new generation of electric vehicles.
The initiative supported the launch of the 48Amp "Ford Connected Charge Station" (for the Mach-E) and the 80Amp "Ford Charge Station Pro" (for the F-150 Lightning and beyond), each serving distinct customer needs and technical capabilities.
The Ford Wallbox Ecosystem was a cross-disciplinary program created to define and deliver the home charging experience for Ford's new generation of electric vehicles.
The initiative supported the launch of the 48Amp "Ford Connected Charge Station" (for the Mach-E) and the 80Amp "Ford Charge Station Pro" (for the F-150 Lightning and beyond), each serving distinct customer needs and technical capabilities.
At its core, this was a design challenge that spanned three interdependent experiences:
Three Seperate Problems to Solve
Three Seperate Problems to Solve
A digital storefront where customers could purchase a charger ahead of vehicle delivery
A digital storefront where customers could purchase a charger ahead of vehicle delivery
A setup app that connected the wallbox to the customer's home network and FordPass
A setup app that connected the wallbox to the customer's home network and FordPass
A control experience inside FordPass that unified charging, energy insights, and new subscription features
A control experience inside FordPass that unified charging, energy insights, and new subscription features
Together, these pieces had to transform what could have been a technical process into a cohesive, branded ecosystem. One that made charging at home feel simple, empowering, and distinctly Ford.
Together, these pieces had to transform what could have been a technical process into a cohesive, branded ecosystem. One that made charging at home feel simple, empowering, and distinctly Ford.
Research & Alignment
Research & Alignment
We began by bringing the right people together. My team led a multi-day co-creation workshop with engineers, product owners, service leaders, and marketing stakeholders to map the full ecosystem—from charger firmware and installation logistics to customer handoffs.
In that session, we discovered dozens of hidden dependencies: WiFi configuration steps, inverter logic, and even state-by-state differences in electrical permitting. Understanding those constraints early helped us design around real-world challenges.
We began by bringing the right people together. My team led a multi-day co-creation workshop with engineers, product owners, service leaders, and marketing stakeholders to map the full ecosystem—from charger firmware and installation logistics to customer handoffs.
In that session, we discovered dozens of hidden dependencies: WiFi configuration steps, inverter logic, and even state-by-state differences in electrical permitting. Understanding those constraints early helped us design around real-world challenges.
Critical Design Questions
Critical Design Questions
How do we make installation feel approachable, not intimidating?
How do we communicate complex features like “Back Up Power” simply?
How do we create a consistent experience across vehicle, app, and home?
How do we serve both everyday users and power users with one interface?
Customer Research Findings
Customer Research Findings
We conducted research with early EV intenders and Lightning reservation holders. Many had never heard of a "Level 2 charger." Others compared it to "installing a hot tub or dishwasher." These conversations were eye-opening. They reminded us that charging wasn't seen as technology—it was a utility. People didn't want control; they wanted reassurance.
We conducted research with early EV intenders and Lightning reservation holders. Many had never heard of a "Level 2 charger." Others compared it to "installing a hot tub or dishwasher." These conversations were eye-opening. They reminded us that charging wasn't seen as technology—it was a utility. People didn't want control; they wanted reassurance.
Our Approach
Our Approach
We defined the wallbox experience as part of the broader EV journey rather than a standalone product. Using the principle of "Make Charging Invisible," we designed every touchpoint to feel approachable and human.
We defined the wallbox experience as part of the broader EV journey rather than a standalone product. Using the principle of "Make Charging Invisible," we designed every touchpoint to feel approachable and human.
Our strategy focused on three core design principles:
Our strategy focused on three core design principles:
1. Effortless Setup
Guided installation flows that make a complex process feel simple.
Clear next steps, visual progress indicators, and troubleshooting built in.
1. Effortless Setup
Guided installation flows that make a complex process feel simple.
Clear next steps, visual progress indicators, and troubleshooting built in.
2. Intelligent Control
Real-time insights on energy use, access control for shared stations, and status indicators synced with FordPass.
2. Intelligent Control
Real-time insights on energy use, access control for shared stations, and status indicators synced with FordPass.
3. Human Language
Tone-of-voice guidelines that ensure the product speaks in helpful, conversational language.
Never technical jargon.
3. Human Language
Tone-of-voice guidelines that ensure the product speaks in helpful, conversational language.
Never technical jargon.
Together, these pieces had to transform what could have been a technical process into a cohesive, branded ecosystem. One that made charging at home feel simple, empowering, and distinctly Ford.
Together, these pieces had to transform what could have been a technical process into a cohesive, branded ecosystem. One that made charging at home feel simple, empowering, and distinctly Ford.
Design Process
Design Process
This project required coordination across multiple teams and platforms.
I led designers, content strategists, and researchers while working with Ford's product, engineering, and manufacturing stakeholders to understand every nuance..
This project required coordination across multiple teams and platforms.
I led designers, content strategists, and researchers while working with Ford's product, engineering, and manufacturing stakeholders to understand every nuance..
Key workstreams:
Hardware-Software Co-Design:
Hardware-Software Co-Design:
Worked with industrial designers to match physical LED indicators with digital interfaces. Same colors, same patterns, same meanings.
Worked with industrial designers to match physical LED indicators with digital interfaces. Same colors, same patterns, same meanings.
Cross-Platform Consistency:
Maintained design continuity across iOS, Android, web portal, and in-vehicle displays. Built a shared component library.
Maintained design continuity across iOS, Android, web portal, and in-vehicle displays. Built a shared component library.
Setup
Flow Testing:
Tested installation flows with varying technical skill levels. Electricians needed speed, homeowners needed hand-holding.
Tested installation flows with varying technical skill levels. Electricians needed speed, homeowners needed hand-holding.
Content Development:
Created tone-of-voice guidelines and wrote all instructional content. "Your truck is charging" not "Session active."
Created tone-of-voice guidelines and wrote all instructional content. "Your truck is charging" not "Session active."
Fleet
Customization:
Adapted consumer flows for commercial fleet managers. Different needs, different mental models.
Adapted consumer flows for commercial fleet managers. Different needs, different mental models.
The hardest part was balancing simplicity with power. Lightning owners wanted control over home energy systems, but they didn't want to become electricians. We used progressive disclosure: essentials visible by default, advanced settings available when needed.
The hardest part was balancing simplicity with power. Lightning owners wanted control over home energy systems, but they didn't want to become electricians. We used progressive disclosure: essentials visible by default, advanced settings available when needed.
Three Connected Experiences
Three Connected Experiences
The wallbox ecosystem wasn't a single product. It was three integrated touchpoints that worked together:
The wallbox ecosystem wasn't a single product. It was three integrated touchpoints that worked together:
1.
Chargers.ford.com
Chargers.ford.com
Chargers.ford.com
Shopping and education site for Ford's home charging hardware. Helped customers choose between Ford Connected Charge Station (48A), Ford Charge Station Pro (80A with Intelligent Backup Power), or Ford Mobile Charger. Included product comparison tools, installation guides, and direct purchase with Qmerit installation scheduling.
Shopping and education site for Ford's home charging hardware. Helped customers choose between Ford Connected Charge Station (48A), Ford Charge Station Pro (80A with Intelligent Backup Power), or Ford Mobile Charger. Included product comparison tools, installation guides, and direct purchase with Qmerit installation scheduling.
Shopping and education site for Ford's home charging hardware. Helped customers choose between Ford Connected Charge Station (48A), Ford Charge Station Pro (80A with Intelligent Backup Power), or Ford Mobile Charger. Included product comparison tools, installation guides, and direct purchase with Qmerit installation scheduling.
2.
Setup App (iOS/Android)
Setup App (iOS/Android)
Setup App (iOS/Android)
Guided installation and commissioning flow. WiFi setup, electrical verification, safety checks. Made a complex technical process feel manageable through step-by-step visual guidance and clear next actions. Got customers from unboxing to first charge successfully.
Guided installation and commissioning flow. WiFi setup, electrical verification, safety checks. Made a complex technical process feel manageable through step-by-step visual guidance and clear next actions. Got customers from unboxing to first charge successfully.
Guided installation and commissioning flow. WiFi setup, electrical verification, safety checks. Made a complex technical process feel manageable through step-by-step visual guidance and clear next actions. Got customers from unboxing to first charge successfully.
3.
FordPass Wallbox Controls
FordPass Wallbox Controls
FordPass Wallbox Controls
Integrated controls within the FordPass mobile app. Status at a glance, charging schedules, real-time energy monitoring. For Lightning owners, this included Intelligent Backup Power settings. Kept everything in one place so users didn't need to switch between apps.
Integrated controls within the FordPass mobile app. Status at a glance, charging schedules, real-time energy monitoring. For Lightning owners, this included Intelligent Backup Power settings. Kept everything in one place so users didn't need to switch between apps.
Integrated controls within the FordPass mobile app. Status at a glance, charging schedules, real-time energy monitoring. For Lightning owners, this included Intelligent Backup Power settings. Kept everything in one place so users didn't need to switch between apps.
Each touchpoint served a different job. Chargers.ford.com helped you choose and buy. Setup app got you installed. FordPass managed daily charging. But they all shared the same design language, terminology, and mental models.
Results & Legacy
Results & Legacy
The Ford Wallbox Ecosystem launched successfully alongside the Mach-E and Lightning, establishing Ford's foundation for connected energy services.
The Ford Wallbox Ecosystem launched successfully alongside the Mach-E and Lightning, establishing Ford's foundation for connected energy services.