YEGO

YEGO Review & Report

Adding a Review & Report to Bike Sharing app "YEGO"

Ecological and Shared Mobility App

Yego is an Eco-friendly scooter-sharing service designed to revolutionize urban transportation. It offers a convenient and sustainable way for people to navigate cities while reducing their carbon footprint. YEGO empowers users to effortlessly access electric scooters, promoting cleaner and more efficient mobility in urban environments.

User's frequent encounters with unstable bikes, missing equipment, and navigation challenges while using the bike-sharing service have highlighted critical issues in the user experience.
The absence of a streamlined feedback mechanism and a lack of reliable accessories further exacerbate these concerns.
This is where the convenience of a new feature providing a safe space for users to share their feedback becomes highly useful.

View Prototype

Research & Analysis | The challenge

Understanding the problem

1

User’s frequent encounters with unstable bikes, missing equipment, and navigation challenges

The lack of a streamlined feedback system and unreliable accessories worsen these concerns. How can we guarantee users a safer ride and more dependable equipment, such as helmets and phone holders?

2

Lack of a streamlined feedback system for the users to share their concerns

How can we establish an effective feedback system that motivates users to report issues during their rides, actively engages them in improving the bike-sharing service, and fosters a lively and responsive community?

Approaching the solution

Improving service quality using the Star rating system

Implementing a Post-ride reviews to provide valuable feedback on various aspects of the service, helping the business identify areas that need improvement, whether it's scooter maintenance, app functionality, or customer support. This leads to a better overall service quality, which can attract and retain users.

Mandatory post-ride reviews to fosters user engagement and loyalty. When users feel heard and see that their feedback leads to positive changes, they are more likely to continue using the service and recommend it to others.

Specifying Maintenance and or Safety problems

Selecting appropriate categories allows users to provide detailed information about issues encountered during their ride, which, in turn, benefits both the business and future riders. This enables a more comprehensive understanding of problems and contributes to improving the overall service for subsequent users.

Maintenance Categories

Displaying the common issues mentioned by users. Users have the option to choose multiple categories and can further supplement their selections by adding comments.

Equipment Categories

Likewise, users can indicate the specific category of types of equipment that malfunctioned or was missing during their ride and provide additional comments to further elaborate on the issue.

Incentive

To incentivize users to consistently provide feedback and to address issues in their ride, the app plays a role by crediting a percentage to the rider's account. This credit can be redeemed during their next ride, fostering a continuous feedback loop for improvement.

How did I reach the solutions?

Research Objectives:

Explore users' usage patterns with bike-sharing services.

Investigate safety concerns related to bike-sharing experiences.

Understand users' experiences with equipment malfunctions in bike-sharing.

Assess users' willingness to provide feedback on bike-sharing services.

Gather suggestions from users for improving the overall bike-sharing experience.

Research Methods:

Primary Research ( User interview)
Secondary Research
Competitor Analysis

Target Users:

people who have experience in riding Uber bikes/scooters, YEGO, Bird, Lime, or any other similar urban transportation.

Competitor Analysis

In urban mobility, Lime offers global reach, Neuron prioritizes safety and sustainability, and Bird emphasizes user-friendly interfaces. YEGO, an eco-conscious scooter-sharing leader, focuses on sustainability, with the goal of user-centric service, and growth through safety measures, data-driven improvements, and user education programs.

Who are my users?

After reviewing the gathered information, I created a user persona to serve as a guiding reference for the remainder of my project. This approach assists me in considering the actual needs of users, preventing my personal preferences from influencing the design decisions I make.

Introducing Chloe, an occasional YEGO bike rider who often encounters malfunctions and missing equipment. Frustrated by these issues, she feels compelled to provide constructive feedback to improve the overall user experience and address these recurring issues effectively.

Things to consider

Business Goals

User Goals

Ability to alert the system in case of malfunction

Ensure a safe ride with access to helmets phone holder, and safety

Enhance service quality and responsive maintenance through issue tracking and resolution

increase in user engagement within the biking community, with more users actively contributing to feedback and fostering a sense of shared responsibility within the next year.

Promote user satisfaction with the service by increasing NPS scores.

Establish a feedback loop from customers to service provider.

Ability to share feedback after trying the service

Ideation and Design

Having thoroughly researched YEGO users' experiences and identified common challenges during scooter rides, it is clear that a dedicated app feature could effectively tackle these issues. A centralized platform allowing users to provide feedback seamlessly within a few steps.

How does it work for the user?

Before finalizing the exact steps for the flows, I began by roughly sketching the ideas I had in mind for comparison with the existing brand's functionality. Once I refined the details, I proceeded to outline the steps of the task flows, pinpointing areas where the user journey needed enhancement.

Chloe has faced missing accessories, She alerts the service by leaving a review, additionally, she can choose to report the issue in just a few steps.

Let's Sketch...

Adapting to the existing product's layout and its essence was initially challenging. However, continuous testing of different flows and generating varied solutions for the current user pain points made it easier to arrive at the right decisions.

I made sure I followed YEGO's established options, so to be consistent with the rest of the app pages. For instance, I made "leaving a review", "reporting an issue", and "Incentive" pages consistent with the layout of the YEGO App.

Usability Testing

All five out of five participants completed both tasks successfully. Claiming the clarity of the process. I identified a few pain points and promptly took action to address the issues.

Based on this feedback, I implemented the suggested changes to enhance clarity and user-friendliness in the star rating review feedback feature in High-Fidelity Mockups.

Here, I highlighted two major comments that were taken into account and acted upon:

Before

After

01. Grouping and Clarity

Users expressed that the spacing between the star rating and the call-to-action (CTA) was too close, creating a sense of "frustration and confusion."

Consequently, the spacing has been adjusted, and the map picture is now utilized as a background for the ride's reference.

02. Clarity

Additionally, three participants found the wording of the first question, 'Anything went wrong?' a bit confusing. Based on their suggestions, the wording is adjusted accordingly.

03. Consistency & Layout

Users expressed concerns about a lack of consistency, prompting an adjustment to the page layout to align with the overall design coherence. Information is now organized according to users' needs for improved clarity and user experience.

04.Selection State

Furthermore, participants voiced concerns about the selection state and noted a lack of consistency with the rest of the screens.

They also expressed a desire to be able to select multiple issues to save time, emphasizing the inconvenience of having to resubmit the form multiple times.

Aligning Design Solutions with User Needs and Goals

Usability testing, including success rate, error rate, and average completion time, revealed a high satisfaction rate of 6.7 out of 7 for the flow. Additionally, I inquired about users' feelings towards the design and any encountered issues through open-ended questions. Subsequently, I made sure to incorporate the required changes to align the design with users' goals and needs.

Prototype & Design

Rating and Review System

Provides user insights and promotes service improvement

To help users leave quick star ratings and reviews after completing their ride. Ratings and reviews helps the business to collect valuable user data.

The advantage of this feedback method is its brevity, allowing for swift issue resolution without the need to engage customer support.

In-App Feedback System

Facilitating issue identification and reporting, users can utilize the "Report an issue" button to specify the category or offer suggestions, actively contributing to service enhancement.

"By choosing this option, users can report the specific issue they have encountered to the business, preventing the next rider from experiencing the same problem."

Final Thoughts

Key Learnings

Comprehensive Integration Approach: Emphasizing the need for a thorough integration strategy that aligns with the brand's core vision and enhances the existing product's value for users.

Elevating User Experience: Focusing on incorporating new features as enhancements to elevate the user experience and maintain the product's relevance and appeal.

Brand Voice Consistency: Ensuring that the new feature reflects the unique brand identity and maintains consistency with the overall product messaging and tone.

Efficiency within Constraints: Acknowledging the importance of operating efficiently within time constraints while delivering high-quality results and meeting project deadlines.

Seamless Brand Identity Integration: Highlighting the skill of seamlessly integrating the established brand identity into design decisions, resulting in a cohesive and consistent product representation.

Gradual Feature Rollout: Recognizing that introducing a significant feature all at once can overwhelm users, prompting the adoption of a step-by-step design approach.

User Adaptation : Allowing users to adapt gradually to the new feature environment, ensuring a smoother transition and better comprehension of its functionality and benefits.

Next Steps...

After developing the "Review & Report" feature as an MVP, the next step involves incorporating additional settings related to reporting an issue. These settings would allow customization of reporting billing issues, billing cycles, payment methods, and invoice formats enabling a more personalized experience for users.