Know your customers

The field of electric mobility is characterised by numerous business opportunities for companies from different industries. At the same time, there is still a lack of acceptance of electric vehicles on the part of (potential) users. Smart business models and user-friendly services hold the potential to balance the real and perceived drawbacks of electric mobility to make it suitable for everyday use. This paper presents the results of empirical research into the importance of services for achieving market acceptance of electric mobility. Furthermore, it presents a first version of a user-centric, agile Service Engineering reference model that is based on the empirical findings and directly aimed at developing user-friendly services for electric mobility.