top of page

UX Research

Madison BCycle

is a prevalent bike-sharing program in Madison, offering residents and visitors an eco-friendly alternative for transportation.

sc2.png
sc3.png
Business Challenge
To understand the existing system and uncover the gaps to up the retention rate.
Understanding the system.
through contextual inquiry and user interviews
me.jpeg
Bcycle staff's operational tasks
cI.png
Users selecting and undocking bikes and Users docking their bikes upon return
Snippets of observation notes
ob1.png
ob2.png
ob3.png
ob4.png
ob4.1.png
ob4.2.png
Flowchart_BatteryChange.jpeg
DataFlowDiagram_Battery change.jpeg

Data Flow Diagram 

As the daily routine of battery change and inspection is a complex process, DFD would help understand the steps and gaps better.

Note:

Data Modelling for the Battery change process

Flow Chart

Considering the Business needs, focusing on how to better the user retention, decided to initially consider user needs.

Note:

01.png
quo1.png
quo2.png

How might we

foster user trust to ensure their concerns are effectively addressed?

Why is this a business need?

the fleet sits idle 

burdened customer care

effects retention rate

impacts users trust

Proposed Solution
Implementing an in-app automated customer care chat for real-time docking support
01.png
sc2.png
sc3.png
bottom of page