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UX Research
Madison BCycle
is a prevalent bike-sharing program in Madison, offering residents and visitors an eco-friendly alternative for transportation.
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
Bcycle staff's operational tasks
Users selecting and undocking bikes and Users docking their bikes upon return
Snippets of observation notes
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:
confused Zack tries to raise complaint
after 2.5 hours
refund after 3 hrs
There is high wait time
sends email with all details
after 2 hours
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
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