Bike Share(PBSC app)
Bike Share(PBSC app)
Bike Share in Toronto has hundreds of locations. Customers use the PBSC app to book bikes, find stands, and track rentals. Our General Assembly team analyzed the app to identify and solve user challenges.
Bike Share in Toronto has hundreds of locations. Customers use the PBSC app to book bikes, find stands, and track rentals. Our General Assembly team analyzed the app to identify and solve user challenges.
Duration
2 Weeks
Timeline
Timeline
May 21 - May 21
May 21 - May 21
Role
Role
UX Designer
UX Designer
Project
Project
Academic
Academic
What I did
What I did
User Research, User Interviews, Wire framing, Web Designing
User Testing, Style Guide, Affinity Mapping, Secondary Research
Competitive Analysis, High fidelity UI designs and prototypes
User Research, User Interviews, Wire framing, Web Designing
User Testing, Style Guide, Affinity Mapping, Secondary Research
Competitive Analysis, High fidelity UI designs and prototypes
Design Process
Design Process
For this project, we utilized a Double Diamond design process. We began by discovering the problem through interviews with current users, which helped us to clearly define the issue. Following this, we ideated potential solutions and conducted user testing, ultimately resulting in the development of the final product.
For this project, we utilized a Double Diamond design process. We began by discovering the problem through interviews with current users, which helped us to clearly define the issue. Following this, we ideated potential solutions and conducted user testing, ultimately resulting in the development of the final product.
Discover
Discover
About Bike Share
About Bike Share
Bike Share is a bicycle-sharing system located in Toronto
Bike Share in Toronto offers two bike models: the traditional "Iconic" and the electric "E-Fit."
The city has docking stations, and users can use the app to purchase passes, unlock bikes, and find docking stations.
Bike Share is a bicycle-sharing system located in Toronto
Bike Share in Toronto offers two bike models: the traditional "Iconic" and the electric "E-Fit."
The city has docking stations, and users can use the app to purchase passes, unlock bikes, and find docking stations.
Existing PBSC Application
Existing PBSC Application
The Toronto Bike Share system is powered by the PBSC App, used in 25 cities across the USA, Canada, and Mexico.
Users buy a pass, unlock a bike, and enjoy unlimited 30-minute rides. For instance, a 72-hour pass offers unlimited 30-minute rides for 72 hours.
The Toronto Bike Share system is powered by the PBSC App, used in 25 cities across the USA, Canada, and Mexico.
Users buy a pass, unlock a bike, and enjoy unlimited 30-minute rides. For instance, a 72-hour pass offers unlimited 30-minute rides for 72 hours.
Business Model
Business Model
The business model works by allowing users to buy a pass, unlock a bike, ride, and repeat.
Various passes are available for unlimited 30-minute rides.
For example, a 72-hour pass provides unlimited 30-minute rides for 72 hours
The business model works by allowing users to buy a pass, unlock a bike, ride, and repeat.
Various passes are available for unlimited 30-minute rides.
For example, a 72-hour pass provides unlimited 30-minute rides for 72 hours
Types of Passes
Types of Passes
Research
Research
01 Defining our users
01 Defining our users
Bike Share aims to increase membership, loyalty, and retention.
Our goal was to identify pain points for casual users and enhance their biking experience to boost annual memberships.
Research showed a dramatic increase in casual users due to the pandemic, making them our primary target audience.
However, we also aim to focus on annual users for future growth.
Bike Share aims to increase membership, loyalty, and retention.
Our goal was to identify pain points for casual users and enhance their biking experience to boost annual memberships.
Research showed a dramatic increase in casual users due to the pandemic, making them our primary target audience.
However, we also aim to focus on annual users for future growth.
02 User Interviews and Desk Research to understand the problem
02 User Interviews and Desk Research to understand the problem
I conducted four field interviews at a biking rock to understand how users interact with the application and the challenges they face, gaining valuable insights. Additionally, desk research provided a broader perspective on the user experience. We then synthesized the collected data using affinity mapping to delve deeper into the problem.
I conducted four field interviews at a biking rock to understand how users interact with the application and the challenges they face, gaining valuable insights. Additionally, desk research provided a broader perspective on the user experience. We then synthesized the collected data using affinity mapping to delve deeper into the problem.
Key Challenges
Key Challenges
Lengthy signup and payment processes
Difficulty planning trips around docking stations
Anxiety about exceeding the 30-minute limit during a ride.
Lengthy signup and payment processes
Difficulty planning trips around docking stations
Anxiety about exceeding the 30-minute limit during a ride.
03 User Journey Map
03 User Journey Map
To better understand customers' positive and negative experiences with Bike Share, we created a user journey based on interviews. We asked a first-time user to travel from Rosedale Station to the Toronto CN Tower, book a bike using the PBSC app, and provide feedback on the entire journey.
To better understand customers' positive and negative experiences with Bike Share, we created a user journey based on interviews. We asked a first-time user to travel from Rosedale Station to the Toronto CN Tower, book a bike using the PBSC app, and provide feedback on the entire journey.
Painpoints
Painpoints
No Warning signs before time us up
A journey filled with anxiety as the user was constantly in search of docking station and fear of overage charge
Information about Plans not provided clearly
No Warning signs before time us up
A journey filled with anxiety as the user was constantly in search of docking station and fear of overage charge
Information about Plans not provided clearly
The Problem
The Problem
Casual riders have difficulty finding docking stations on their routes.
They are constantly worried about overage charges due to late bike docking.
Additionally, payment options and pricing structures are unclear.
Casual riders have difficulty finding docking stations on their routes.
They are constantly worried about overage charges due to late bike docking.
Additionally, payment options and pricing structures are unclear.
The Challenge
The Challenge
How can we provide users with information about docking stations on their route and clear payment details by adding a map feature to the app that shows the nearest docking stations and providing clear terms and conditions, in order to help users avoid overage fees and confusion about payment.
How can we provide users with information about docking stations on their route and clear payment details by adding a map feature to the app that shows the nearest docking stations and providing clear terms and conditions, in order to help users avoid overage fees and confusion about payment.
Goal and Solution
Goal and Solution
Clarity in communication, avoiding overage charges and efficiency in trip planning
Clarity in communication, avoiding overage charges and efficiency in trip planning
Solution
Solution
A map feature which helps the user to plan their journey
Easy to find and clear information about overage charges and plans
Overage Alerts
A map feature which helps the user to plan their journey
Easy to find and clear information about overage charges and plans
Overage Alerts
Ideation
Ideation
Sketching and User Testing
Sketching and User Testing
To find the best solutions and design an effective interface, I began sketching ideas to address the primary issues of trip planning and overhead charges.
To find the best solutions and design an effective interface, I began sketching ideas to address the primary issues of trip planning and overhead charges.
Observations
Observations
Users found the map feature helpful for planning their trips but needed clearer information on the different plans offered.
They also appreciated the warning notification for avoiding overage charges.
Users found the map feature helpful for planning their trips but needed clearer information on the different plans offered.
They also appreciated the warning notification for avoiding overage charges.
Wire-framing
After conducting user testing and identifying pain points and helpful features, we created a mid-fidelity wireframe before starting the final design.
Design Outcomes
Design Outcomes
Trip Planning
Trip Planning
The existing app map shows docking stations and bike availability but has confusing visuals, making it difficult for users to find directions.
To solve the issue of enhanced the map UI for better clarity and added Google Maps directions, making it easier for users to locate docking stations and view travel times.
The existing app map shows docking stations and bike availability but has confusing visuals, making it difficult for users to find directions.
To solve the issue of enhanced the map UI for better clarity and added Google Maps directions, making it easier for users to locate docking stations and view travel times.
Usability Test Results
Usability Test Results
Task Success: 100%
Ease of Task: 4.8/5
Confidence: 4.5/5
Task Success: 100%
Ease of Task: 4.8/5
Confidence: 4.5/5
Old Design
Old Design
New Design
New Design
Trip Planning
Trip Planning
To address the issue of unclear payment, we introduced an info panel that provides clear information about payments and recommends trip packages, making the process easier and more transparent for users
To address the issue of unclear payment, we introduced an info panel that provides clear information about payments and recommends trip packages, making the process easier and more transparent for users
Usability Test Results
Usability Test Results
Task Success: 100%
Ease of Task: 4.8/5
Confidence: 4.2/5
Task Success: 100%
Ease of Task: 4.8/5
Confidence: 4.2/5
Old Design
Old Design
New Design
New Design
Overage Charges
Overage Charges
To reduce anxiety about overages, we updated the trip page to show relevant journey information and added a notification system to alert users before overage charges. This was especially helpful for riders using headphones, who appreciated the new audio alerts.
To reduce anxiety about overages, we updated the trip page to show relevant journey information and added a notification system to alert users before overage charges. This was especially helpful for riders using headphones, who appreciated the new audio alerts.
Usability Test Results
Usability Test Results
Task Success: 100%
Ease of Task: 4.0/5
Confidence: 4.1/5
New Features
New Features
Looking Ahead
Looking Ahead
Although user feedback to the changes made were positive, more time spent testing with users in the field would have given us more data to iterate and improve the solutions we implemented - this is especially true for navigation and trip notifications. Observation in a real environment would help us make crucial decisions that would not only impact ease of use, but also the safety of our users while on their trip.
Although user feedback to the changes made were positive, more time spent testing with users in the field would have given us more data to iterate and improve the solutions we implemented - this is especially true for navigation and trip notifications. Observation in a real environment would help us make crucial decisions that would not only impact ease of use, but also the safety of our users while on their trip.
Other Projects
Work Experience
B2C
Mobile Application
Playfair Betting App
Redesigned a betting application for the CEO, incorporating new features and an updated user interface to present to investors.
Academic Project
Research
Gen-Ai for academic research
Research shows AI boosts pharmacy research. Universities should integrate AI into curricula and programs.
© 2024 Designed By Vishal Thakkar
Let’s Connect 🙂
Interested in working together or looking to chat over coffee? Shoot me a message and let’s talk!
Open to relocation | Hybrid | Remote
Let’s Connect 🙂
Interested in working together or looking to chat over coffee? Shoot me a message and let’s talk!
Open to relocation | Hybrid | Remote
Other Projects
Nourish (Hackathon)
Designed a map-based application to connect people in need of food with those who want to donate.
Nourish (Hackathon)
Designed a map-based application to connect people in need of food with those who want to donate.
Gen-Ai for academic research
Research shows AI boosts pharmacy research. Universities should integrate AI into curricula and programs.
Gen-Ai for academic research
Research shows AI boosts pharmacy research. Universities should integrate AI into curricula and programs.
© 2024 Designed By Vishal Thakkar