Laura@Pearlofthesea.org

(814) 769-6050

About UX E-Scooter Case Study:

Electric Scooters are popping up everywhere and competition is increasing. The city of Washington, DC awarded permits to operate up to 19 different companies with dock-less scooters.  I set out to learn about how people use the scooters and to discover their needs.  

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The Problem:

Dock-less e-scooters; They’re fun, convenient, and is a cheap form of transportation. Yet every time a users attempt to use an e-scooter, whether be by their self or with friends, the users tends to find their self confused and looking for more. 

 For example; here are some question the user always seemed to ask

  • How do I find a scooter? 
  • Do I have to download all the apps, if I want to use the scooters or is there a common location for all of them?
  • Can I reserve a scooter? 
  • Will my scooters battery life last until my destination? 
  • Can I pay for my friend's scooter? 
  • How much does the scooter cost?


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What Others Know

 Sticky notes from responses on facebook after asking "What do you know about dock-less scooters?"

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What I Thought I Knew

A brainstorming digram displaying of what I thought I Knew about dock-less scooters.

Users & Audience :

In Washington, DC, a lot of people spend a lot of time getting from point A to point B and are seeking new forms of transport. E-scooters are emerging as a viable alternative. After interviewing a verity of people who ride e-scooters within Washington, DC.   I was able to identified and create a few different types of personas to help with this case study.  

“The Daily Commuter on a E-Scooter”

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About :

While getting ready and rushing for work in the mornings.  Penny often uses her phone to check all the different apps to see if there are any e-scooters available within a short walk from her front door.  This usually takes about 1-5 min. She also gets excited if she is able to reserve a scooter for a measure of security.  Penny would rather take a scooter to work vs a different mode of transportation. She also realizes that the DC streets are always backed up during rush hour and the metro always has delays.  Making taking the e-scooters to work the fastest way to get to where. 


Criteria For Success : 

For Penny to be successful she would need to be able to use one app and be able to reserve a scooter for her daily commute. 

“The Casual E-Scooter User”

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About :

Charlie likes to mix it up and often combines walking, bus, metro, car sharing and the occasional e-scooter for fun when trying to get to his location. Charlie only takes a scooter if he sees it on the sidewalk and has an app on his phone all ready. He is also very cautious and will only ride if he has his helmet with him and knows that there are bike lanes that he can use. 


Criteria For Success : 

For Charlie to be successful he would need to be able to use one app that has access to all the scooters and helmets be provided while also knowing all the bike line locations. 

“The Tourist E-Scooter User”

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About :

Bella and Jack are in DC for the weekend and want to explore the city in the most convenient way. They are formuliar with the car sharing apps and know about the metro. They are learning that after taking the metro they still need to walk a lot to get to the different museums and monuments.


Criteria For Success : 

For Bella and Jack to be successful they would need to know all the different scooter brands in DC and download them all while also creating accounts. 

Comparative Analysis

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In this comparative analysis, I am comparing e-scooter companies within the DC area. By demonstrating how each is similar with a slightly different look.  I took screenshots of the first 3 pages that you interact with before riding the scooter. 
First Page - The map

  • Each one gave me the location of where the scooters were located in my area
  • Lime and Lyft also showed battery life
  • Lyft was the only one that showed the price and I was able to reserve a scooter 

Second Page - Settings / Info

  • Within the info/settings, each one has history and payment other than that they are all different 

Third Page - Scanning the QR to ride

  • Each screen is easy to understand with a flashlight or a spot to manually type in the code
  • Skip is the only one that shows the price on this screen

Comparative Analysis

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In the second part of my comparative analysis, I'm comparing how the dock-less scooter app looks within the app store. 

They all have a strong appearance and work well within the store.

Comparative Analysis

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In this comparative analysis I'm comparing how each mapping company compares agains each other. 

The one thing I notice is that you always need to open a second app to reserve the scooter.

Comparative Analysis

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In the second part of my comparative analysis,  I'm comparing how the different dock-less scooter map app looks within the app store. 

They all have a strong appearance and work well within the store.

Solution

After interview multiple groups of people and doing the competitive analysis. The discovery was that a majority of people want one app to use when renting an e-scooter with multiple features.

Idea's

One app to located all the scooters

The map scooters app to display:

  • The Brand of the Scooter 
  • Battery Life
  • Cost of Scooter
  • Distance of how far you need to walk
  • To be able to reserve a scooter
  • To be able to pay for a friend to ride a scooter
  • Alerts if you are a charger


User-flows

A mockup user-flow on how a new map app will demo straight a way to display all the different apps and be able to pay with just one app.