The user experience is decisive for the success of a product. Especially in the field of electric vehicles, it is important to differentiate oneself from other manufacturers – also in areas that go beyond the vehicle’s actual driving function. One example here are services and digital touchpoints such as apps. If customers are satisfied, they are more likely to recommend the product. This presentation illustrates which measures NIO is striving for in order to achieve a positive user experience and to keep customer satisfaction high in the long term.