Intro

People like myself use bikes in the city for leisure and commuting. During covid when there was no public transport I relied on my bike for commuting, but with the extensive use repair was needed more often. A service that would collect, repair and deliver the bike from my home would have saved me time as I was either working around the clock or teaching my daughter from home.

User research

In order to learn about the problem I interviewed 4 people face to face ages 30 - 57.

This is what I learned about the problem -

Busy life

People lead very busy lives. It is difficult to get bikes repaired as they require a big car, van or bike rack for transport.

Communication

Communication is far from ideal, relying on who answers the phone. There is no way to track the repair process.

Information

Information about price, distance and experience is lacking so it is difficult to make an informed choice about what service to use.

Creating the Persona

I have created a profile for the potential users to help me to decide on the type of the product I would design.

This is Sue...

Sue Oscar
Sue Oscar

• Married with Two kids •45 years old     •Full time social worker

“My life is hectic and busy. If anything goes wrong with my bike I need someone reliable to fix it promptly as I use it frequently for commuting and other activities. “

BIO

Sue works full- time in a very demanding and stressful job. She shares the child care with her husband . She uses her spare time at the weekends for family outdoor activities and outings. Life feels like a rush and she hopes to have more time for herself and her family.

Pain

The process of finding a service to fix a bicycle requires a lot of time and effort - from finding a reliable service to delivering the item and picking it up
Communication about the repair process and completion may create more stress for a person that is already leading a very busy life.

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Userflow(5)

Competitive analysis

AllBeeter, handy, TaskRabbit, WEFIX.co.il and CycleTeckUK.co.uk were used for comparison.

Here are the main takeaways -

Communication and feedback

Feedback is employed in some apps and there are alerts when necessary details are omitted. (For example, feedback adding details with a letter limit.) In Some apps, good use of graphics compares the recommended average price to the repair person's offer.

Integration with other apps

Some good use of Google Maps and phone location. Registration makes use of verification through the phone. The queries in some of the apps integrate with a phone camera and video.

User-centred approach

Building a profile is limited and needs to be more detailed. Very limited assistance in specifying the query, for example, user budget range and immediacy. Some of the apps lack help per object and only have basic instructions before filling in the form.

Review sorting according to criteria would have helped the user to find the right service and professional to do the job.

Because the apps deal with so many repairs and household jobs it makes it too generic instead of concentrating on the user's need to specify the problem.

Most of the apps are easy enough to enter some very basic user requirements but are not helping the user to pinpoint exactly what is needed to be fixed.

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Userflow(4)

The user flow represent the User Centred approach where the primary flow will enable the user to specify the repair easily and to communicate their availability and service preferences. The Secondary flow will incentivise the user to write and share their review.

Onboarding

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Primary Flow

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Secondary Flow

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Icons

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Colours

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    Illustrasions

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Typography

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Usability Test

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UX Primary Flow

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