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Mobile App Case Study

Product development and UX design
by

Julia Kuznetsov
julia.kuznetsov@gmail.com
July 2013
Roadmap:
1.  Introduction
2.  Solution and Design
3.  User Testing
4.  Product Demo
Intro
There are over 35,000
image-conscious motorcyclists and
scooterists who use their two-wheeled
vehicles as their primary form of transport
within Paris.
The high cost of gas, scarcity of street
parking and frequent traffic jams
encourage the growth of scooter and
motorcycle adoption.
The Bike Washer founding team recruited
DOERS, a Paris-based digital agency,
to develop The Bike Washer
mobile applications in November 2011.
Service Proposition
1. Pinpoint your parking location with GPS
2. Tell us how long you’ll be parked
3. A mobile technician will
thoroughly clean and detail your bike
and take pictures before and after.
Presto!
No inconvenient location to drive to,
No waiting rooms with bad coffee and neon lights,
No trouble.
Just a great-looking bike you’ll be proud to be seen on.
Project Requirements:
Back-Office:

User-facing:

A web-based admin portal empowers a
business rep to perform the following
actions:
•  assign cleanings to technicians
•  perform quality control of
before-and-after cleaning results and
•  deploy data to technicians in the field
Technicians use the product on their
smartphones to:
•  view upcoming appointments
•  access navigation services and
•  capture photos and notes in the field

2 unique
consumer mobile
applications
(Android and iPhone)
Preliminary User Research
I developed a browser-based survey which
asked scooter and motorcylists about
their vehicle, transport habits, and lifestyle.
I then invited 10 survey participants to a hour-long in-person
interview.
Based on the analysis of the survey data and interviews,
I created personas to refine our understanding of the target
demographic and guide our product strategy.
Demo and Personas
Target Demographic:
• 

28-50 year old, fashion-conscious men living in Paris

• 

Use their scooter or bike as their primary form of transport

• 

Over 70% of respondents believe that the quality, style, and overall
appearance of their scooter is important
Luc

François
•  42-year-old Finance executive
•  Commutes to and from work on the
metro
•  Likes to take long rides with fellow
enthusiasts on weekends
•  Owns a 2013 Bimota SB6, worth ~ € 24K
•  Owns an Android Nexus S phone that is
~2.5 years old

•  30-year-old Designer at an ad agency
•  Uses his bike to commute to and from
work and around the city on weekends
•  Enjoys concerts and clubs
•  Owns a mid-range Honda Silverwing
worth ~ € 3K
•  Inseparable from his iPhone 5
Friction Points:
The survey asked users how they feel about bike
cleaning and how they clean their bikes today.
We learned that:
68% of respondents drive and and pay for an automatic
or hand-detailing at a washing station
Obstacle: Time-consuming and expensive
27% of respondents hand-wash the vehicle at home
Obstacle: Time-consuming, labor-consuming, high
materials costs
5% of respondents don’t wash their bike
Obstacle: Dike remains dirty and unattractive
Procedure flows
I identified four primary procedure flows, and created the UI to
encourage four top-level objectives:
1. 

User registration

2. 

Wash request

3. 

Review wash photos and leave feedback

4. 

Cancel appointment

Each flow outlines:
• 

consumer app behavior (including push notifications)

• 

automated email confirmations and

• 

back-office database behavior

and was included in the technical specification that guided our
development team.
Wireframes
I created low-fidelity
wireframes in
Mockingbird to
ensure stakeholder
buy-in internally, and
which I later used as
an initial prototype
during user testing.
User Testing
I reached out to a 4 male motorists and invited them to
come in for a usability test using a paper prototype.
I asked them to perform the four in-app goals we had
designed for, including
1. Register and request a wash
2. Leave feedback after a wash is complete
3. Cancel a wash
I observed as the participants navigated the app and took
notes as to which elements of the original design were
troublesome, and later revised the designs accordingly.
The BikeWasher
Version 1.0
Mobile App UX
Tutorial
In order to
minimize user
drop off, we
set the user’s
expectations
as to the ease
of use by
illustrating the
four steps in
the app.
The following
4 screens
appear the
first time,
and all
consequent
times the
app opens,
until the user
registers.

1

2
Tutorial Pages
3

The following
screens
appear the
first time,
and all
consequent
times the
app opens,
until the user
registers.

4
User Registration
Step 1: Your Location
Saved locations
GPS-gating
limits washing service
area
Four parking spot
types: sidewalk, bike
parking, car parking or
private yard
Assign this location a
name – e.g. office
Leave misc. note
(optional)
e.g. Intercom code to
access private yard
Step 2: Your Vehicle

Model and Make
dropdown menus
display base cleaning
fee
License plate number
manual entry

Date selector
Parking time selector
Step 3: Review/Confirm Wash

Optional services
selection for premium
services
Payment processor
integration with option
to save card for future
one-click ordering
Wash Request Detail: Due

Recap of submitted
wash request
with option to cancel
Wash Detail Page: Done

Completed wash
re-cap with feedback:
1-5 star evaluation and
UGC text field
Wash Detail Page: Cancelled

Recap of cancelled
wash request
Detailing time between
wash request and
cancellation and
associated fees

New wash request
About Us
Thank you!
Contact:

Julia Kuznetsov

julia.kuznetsov@gmail.com
(415) 290-4810 mobile
juliakuznetsov.com

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How world-class product teams are winning in the AI era by CEO and Founder, P...
 

Bike washer casestudy_v3_minfilesize

  • 1. Mobile App Case Study Product development and UX design by Julia Kuznetsov julia.kuznetsov@gmail.com July 2013
  • 2. Roadmap: 1.  Introduction 2.  Solution and Design 3.  User Testing 4.  Product Demo
  • 3. Intro There are over 35,000 image-conscious motorcyclists and scooterists who use their two-wheeled vehicles as their primary form of transport within Paris. The high cost of gas, scarcity of street parking and frequent traffic jams encourage the growth of scooter and motorcycle adoption. The Bike Washer founding team recruited DOERS, a Paris-based digital agency, to develop The Bike Washer mobile applications in November 2011.
  • 4. Service Proposition 1. Pinpoint your parking location with GPS 2. Tell us how long you’ll be parked 3. A mobile technician will thoroughly clean and detail your bike and take pictures before and after. Presto! No inconvenient location to drive to, No waiting rooms with bad coffee and neon lights, No trouble. Just a great-looking bike you’ll be proud to be seen on.
  • 5. Project Requirements: Back-Office: User-facing: A web-based admin portal empowers a business rep to perform the following actions: •  assign cleanings to technicians •  perform quality control of before-and-after cleaning results and •  deploy data to technicians in the field Technicians use the product on their smartphones to: •  view upcoming appointments •  access navigation services and •  capture photos and notes in the field 2 unique consumer mobile applications (Android and iPhone)
  • 6. Preliminary User Research I developed a browser-based survey which asked scooter and motorcylists about their vehicle, transport habits, and lifestyle. I then invited 10 survey participants to a hour-long in-person interview. Based on the analysis of the survey data and interviews, I created personas to refine our understanding of the target demographic and guide our product strategy.
  • 7. Demo and Personas Target Demographic: •  28-50 year old, fashion-conscious men living in Paris •  Use their scooter or bike as their primary form of transport •  Over 70% of respondents believe that the quality, style, and overall appearance of their scooter is important Luc François •  42-year-old Finance executive •  Commutes to and from work on the metro •  Likes to take long rides with fellow enthusiasts on weekends •  Owns a 2013 Bimota SB6, worth ~ € 24K •  Owns an Android Nexus S phone that is ~2.5 years old •  30-year-old Designer at an ad agency •  Uses his bike to commute to and from work and around the city on weekends •  Enjoys concerts and clubs •  Owns a mid-range Honda Silverwing worth ~ € 3K •  Inseparable from his iPhone 5
  • 8. Friction Points: The survey asked users how they feel about bike cleaning and how they clean their bikes today. We learned that: 68% of respondents drive and and pay for an automatic or hand-detailing at a washing station Obstacle: Time-consuming and expensive 27% of respondents hand-wash the vehicle at home Obstacle: Time-consuming, labor-consuming, high materials costs 5% of respondents don’t wash their bike Obstacle: Dike remains dirty and unattractive
  • 9. Procedure flows I identified four primary procedure flows, and created the UI to encourage four top-level objectives: 1.  User registration 2.  Wash request 3.  Review wash photos and leave feedback 4.  Cancel appointment Each flow outlines: •  consumer app behavior (including push notifications) •  automated email confirmations and •  back-office database behavior and was included in the technical specification that guided our development team.
  • 10. Wireframes I created low-fidelity wireframes in Mockingbird to ensure stakeholder buy-in internally, and which I later used as an initial prototype during user testing.
  • 11. User Testing I reached out to a 4 male motorists and invited them to come in for a usability test using a paper prototype. I asked them to perform the four in-app goals we had designed for, including 1. Register and request a wash 2. Leave feedback after a wash is complete 3. Cancel a wash I observed as the participants navigated the app and took notes as to which elements of the original design were troublesome, and later revised the designs accordingly.
  • 13. Tutorial In order to minimize user drop off, we set the user’s expectations as to the ease of use by illustrating the four steps in the app. The following 4 screens appear the first time, and all consequent times the app opens, until the user registers. 1 2
  • 14. Tutorial Pages 3 The following screens appear the first time, and all consequent times the app opens, until the user registers. 4
  • 16. Step 1: Your Location Saved locations GPS-gating limits washing service area Four parking spot types: sidewalk, bike parking, car parking or private yard Assign this location a name – e.g. office Leave misc. note (optional) e.g. Intercom code to access private yard
  • 17. Step 2: Your Vehicle Model and Make dropdown menus display base cleaning fee License plate number manual entry Date selector Parking time selector
  • 18. Step 3: Review/Confirm Wash Optional services selection for premium services Payment processor integration with option to save card for future one-click ordering
  • 19. Wash Request Detail: Due Recap of submitted wash request with option to cancel
  • 20. Wash Detail Page: Done Completed wash re-cap with feedback: 1-5 star evaluation and UGC text field
  • 21. Wash Detail Page: Cancelled Recap of cancelled wash request Detailing time between wash request and cancellation and associated fees New wash request