I redesigned the popular bike rental app, Nextbike, to address key pain points, streamline the rental process, and positively influence key business metrics like CSAT scores through improved user experience.
Role
Industry
Duration
Users find it challenging to locate and park bikes efficiently. They often feel unsupported due to limited access to customer assistance, which leads to frustration and a fragmented rental experience.
Problem Statement
User Painpoints
Difficulty in Locating Nearby Bikes
Users struggle to locate bikes on a cluttered map, leading to prolonged search times and, at times, frustration that causes them to abandon the app.
Limited Control over Map View
The map lacks filtering options, making it difficult to view bikes within a specific range or display only parking and bonus stations.
Missing Info on Past Trips
Due to the lack of interactivity on maps for past trips, it's hard to locate a past trip's start and end locations. Information like distance travelled is also missing from the trip details.
Incorrect Parking Location
While ending the trip at a parking location, there's no way to ensure we're parking at a designated area. If it's recognized to be parked outside the parking zone, a fine is charged for incorrect parking.
Below is a quick overview of the final solution highlighting the user challenges solved. A quick correlation between newly developed features and their impact on business KPIs.
Solution
When zooming out, the page still looks clean and untidy, as it shows only a limited number of bikes on the map.
Clean Map
Improved CX
Cleaner map with lower number of parking stations and bikes
Easy and convinient to find available bikes or parking stations
Enable faster search of bikes or parking stations
Enable faster search of bikes or parking stations
As the CX is improved, it will result in an increase in the customer satisfaction score.
Improved KPI
Customer Satisfaction Rate (CSAT)
Effortless Parking
Improved CX
Easily recognizable visual parking indicator
Provide feedback for accurate parking
Prevents wrongful parking fee
Happy and satisfied customer
Improved KPI
CSAT
Improving parking transparency and convenience boosts customer satisfaction.
Churn Rate
Enhancing parking transparency and convenience minimizes wrongful penalties, reducing Churn Rate
Customer Chat
Improved CX
Customer issues accessible inside app
Allows for faster and seamless communication with support team
Happy and satisfied customer
Improved KPI
Averate Resolution Time(ART)
As a regular NextBike user, I was aware of some issues, but to gain deeper insights, I connected with other users and reviewed feedback from Reddit and app stores. This approach allowed me to empathize, gather pain points, and prioritize them by frequency to ensure the user is at the forefront of all design decisions.
User Research
After gaining deep insights into the target customer, a user persona was defined to connect everything and clearly enlist user pains and goals.
User Persona
I conducted a physical study from users and gathered insights and observations, which I used to create an empathy map. This helped me gain a deeper understanding about our target audience.
User Empathy Map
A journey map was created to highlight the user's emotional journey, while NextBike was used to capture the intermediate actions and emotional states throughout the app.
Journey Map
This redesign project was a huge learning experience for me, both creatively and personally. By the end, I felt accomplished and excited to take on more projects like this.
Learning
Embracing Design Constraints
Working within an existing design system was challenging but sparked more creativity. It pushed me to find intelligent, seamless UX solutions that fit into the application.
Strategic Thinking
I realized how important it is to consider the business impact in design early on. This clarifies the value of my work and will make it easier to get stakeholder support on such future proposals.
Prioritizing with the Impact/Effort Matrix
The Eisenhower matrix helped me focus on what matters—finding quick wins with minimal effort. It reminded me that not all changes have the same impact, so I must choose wisely.