Designing trust: Making EV reward payouts transparent
When support tickets about EV reward payouts spiked +35% despite no technical errors, I led a redesign of the payout status system. By collapsing 7+ backend states into clear user messages and creating a scalable, cross-platform component, we restored trust in rewards. The launch cut payout-related tickets by 34%, improved successful payouts by 14%, and boosted CSAT by 18%.
Background
At ev.energy, we incentivise drivers to charge their EVs off-peak through utility-sponsored rewards. These payouts represent real money, so trust is critical.
But something was breaking down:
Support tickets about payouts spiked +35% despite no technical issues.
Users were confused: “Was my payout sent? When will I get it? Do I need to do something?”
Utility partners started questioning the credibility of our reward programmes.
This wasn’t just a UX gap. It was a trust gap, one that risked both user confidence and partner relationships.
My role
Lead designer driving discovery, solution design, and validation.
Collaborated with CS, data, engineering, and comms/legal.
Responsible for turning complex backend logic into a simple, user-facing system.
The challenge
How could we make payouts feel transparent, reliable, and easy to understand, across multiple programs and payment systems?
Process & decisions
1. Investigating the problem
Reviewed 40+ anonymised CS tickets.
Mapped backend logic → revealed 7+ payout states hidden behind a vague “processing” message.
Identified biggest friction for high-value users: smart charging drivers, PayPal/Venmo users, and new joiners.
2. Simplifying complexity
Partnered with engineering to collapse 7+ states into clear, human-readable messages:
✅ “Your payout was sent”
⚠️ “We tried to send your payout — please confirm PayPal”
3. Validating with users
Tested copy variants with CS agents and ran Maze tests → 90%+ understood new labels correctly.
Finalised language with legal and comms to ensure compliance.
Outcome
We launched a transparent payout status system that gave users clarity, confidence, and control.
Impact (4 weeks post-launch):
–34% payout-related support tickets
+14% successful payouts among eligible users
+18% CSAT for reward interactions
2 minutes faster average ticket resolution
A CS agent summed it up:
“It’s a huge relief to say, ‘You can check that in the app now.’ Before, we had to explain every edge case manually.”
Business impact
Boosted retention in high-value utility programmes.
Reduced operational friction during peak payout cycles.
Established a scalable, repeatable pattern for future incentives (e.g. CO₂ credits).
Reflection
This project reinforced that payouts aren’t transactions, they’re trust touchpoints. Treating them as a core product experience turned uncertainty into confidence.
I strengthened my skills in:
Systems thinking: collapsing backend complexity into user clarity.
Cross-functional alignment: bringing CS, engineering, and legal into a shared solution.
Strategic communication: positioning design decisions in terms of business trust and partner credibility, not just UI.
