The new Q8 App, a dynamic mobility facilitator

Three questions for the project team

What was the particular challenge of the project from a UX point of view?
The key UX challenge was to create an app that is future-proof and sustainable in a rapidly changing market of mobility and convenience stores. The app needed to cater to the diverse and evolving needs of various customer segments and their feature expectations, including electric, hybrid, and fossil fuel drivers, as well as customers who solely frequent our shops. This required designing an architecture, navigation and user flows that are adaptable and can seamlessly integrate additional services that may arise in the future. This meant anticipating varied user behaviours and preferences to deliver a seamless and inclusive user experience.

What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
The highlight in the development process was creating the 'mobile fuelling' feature, allowing users to pay for fuel and release the pump via the app. The UX of this flow is crucial, as handling payments must feel secure and the process needs to be swift, given that fuelling up is often seen as a hassle. However, testing in the lab and real-world use at a fuel pump are vastly different. We had to consider the ergonomics of the Q8 station and fuelling flow, including how users handle their phone and integrate it into the physical interactions with the pump. Bivouacking at stations and seeing customers seamlessly use the prototype at the pump was the ultimate confirmation we needed, proving our design truly worked.

Where do you see yourself and the project in the next five years?
We’re only at the start of our journey. In the coming years, we envision our Q8 app evolving into the ultimate travel companion for everyone on the road. It will seamlessly integrate future services such as our electric offering, parking services, digital lunch ordering, all tailored to our customers' needs. We'll prioritize our users, ensuring they receive exactly what they need at the right place and time. By staying ahead of technological advancements and user expectations, we'll create a holistic travel experience that is intuitive, efficient, and indispensable. Our app will not only meet but anticipate drivers' needs, making journeys smoother and more enjoyable.