Beyond the plug: Enhancing the user experience at public electric vehicle (EV) charging hubs. Insights from a multi-site UK study

As electric vehicle (EV) adoption accelerates, the need for accessible, efficient, and inclusive charging infrastructure has become increasingly critical. However, the user experience at public EV charging stations remains largely underexplored. Existing research often focuses narrowly on instrumental dimensions of the charging process, overlooking attitudinal and affective aspects. Addressing this and other gaps, this study investigates diverse instrumental, attitudinal, and affective user experiences at public EV charging hubs, focusing on accessibility, usability, and reliability. An onsite questionnaire gathered data on user demographics, journey characteristics, EV driving patterns, charging habits and preferences, and (30) EV charging experiences. Beyond traditional performance ratings, the study differentiated between expected and actual ‘realised’ experiences, calculating disgruntlement scores and dissatisfaction levels. Findings suggested that expectations were highest for ease of use and payment, availability of functioning rapid chargers, station accessibility, and perceptions of safety, security, and hygiene. Aggregate disgruntlement analysis identified dissatisfaction with remote assistance, mobile app usability, clarity in data sharing and costs, and service information provision. MANOVA results revealed significant cross-hub variations, underscoring the impact of location and site-specific characteristics. Additionally, factors such as age, trip purpose, charging duration, EV driving experience, residential location, and user type significantly influenced experiences. The ‘combined’ influence of hubs and user- and trip-related factors revealed further novel insights. The study concluded by highlighting areas for improvement and interventions. It is hoped that the findings and recommendations discussed will assist policymakers, planners, designers, and operators in creating more efficient, equitable, and inclusive EV charging hubs, supporting wider EV transitions. • Instrumental, attitudinal, and affective topics all contribute to public charging experience • Hubs, socio-demographics, trip traits, and EV habits shape charging experience • Availability of vacant, working, easy-to-use rapid charger remain central expectation • Enhancing remote assistance, mobile app, site security, service amenities is required • EV stations should feature inclusive design and site-specific services