Mobile App
A homepage where users can access an integrated map and a favorites page. Putting everything they need within two taps.
An integrated map that allows users to find a route to their destination, complete with specific bike-sharing information.
Quick access to favourite docks and relevant information, routes, and destinations.
Daily user
Daily users are riders that are familiar with the docking stations and routes. They don't require a lot from the app and only need to access relevant information before hopping on.
Issues arise when something unexpected happens. Sudden changes means having to go back into the app - which was a frustrating experience.
"The map feature is really bad. It's slow, hard to read, and hard to navigate."
Trip Planners
These are riders that aren't familiar with the route. They typically require more information about their journey.
Unfortunately, the app had absolutely no trip planning capabilities and users would have to fill in these gaps using third-party apps such as Google Maps.
"The lack of bike lane integration and map makes it unlikely for me to use the app to plan and navigate."
It was clear that riders were feeling frustrated with the app because they couldn't get the information that they needed easily. Information specifically surrounding trip route and docking station/bike availability were consistently brought up.
How Might We
help riders obtain all of the necessary biking information within the app and reduce the use of third-party apps?
By giving users easy access to all the information that they would need surrounding their bike-sharing journey, I was able to keep riders on the app and reduce the need for third-party apps.
The designs seamlessly integrated into the existing UI, making it a seamless integration for both riders and the app.
Before
Slow, clunky, inconvenient to use.
No trip planning capabilities.
After
Search button now goes to a live map
Bike-specific information readily displayed
Only bike-sharing relevant information is displayed.
Integrated map: a handy tool to allow users to plan out the route to a destination.
Before
Difficult to find
No trip planning capabilities.
After
Easy to find
Multiple save possibilities
Tabs give users more save options.
Favorites icon on home screen now directly leads to favorites page.
Versatile search bar capable of looking up routes, docks, and destinations.
Favorites: quick access for users to find their saved routes, destinations, and docking stations.
IMPACT
One of the metrics evaluated during the usability testing was user satisfaction in the form of a rating system similar to what would be found on the App Store or Google Play. After each test, participants were asked to rate the new version of the application out of 5 stars
The new average user rating increased from 1.5/5 stars to 4.6/5 stars, an increase of almost 206%!
Users loved the new integrated map and commented on how easy and familiar it felt to use the new search feature. It made the whole experience feel more holistic and seamless compared to the clunky navigation features from before. It was rewarding to see the potential positive impact that these new features would have on users as well as the business!
Final thoughts
This project pushed me to look beyond basic functionality. In order to elevate the user experience it was critical for me to explore beyond basic user needs, and look at what users were already using to enhance their bike-sharing experience.
I also got to experience designing within an existing design system with this project. I had the opportunity to ask myself what I wanted to add to the app and the UI rather than what I would be redesigning. What I discovered was that using existing user patterns and familiar iconography can all help to elevate small changes and minimize the amount of learning for users.
