Background
Scoot is a dockless, electric vehicle-sharing platform offering e-bikes, kick scooters, and mopeds.
To ensure a safe and quality service, we needed a better solution for how users report technical and damage-related issues with the vehicles rode, so that our team could respond promptly.
Because of how users were reporting vehicle problems,
Scoot was losing money from idle vehicles.
EXISTING FLOW
THE DESIGN PROCESS
3 things we wanted to explore in this redesign:
The Affordance
The Flow
Reporting Damage
EXPLORING DIFFERENT AFFORDANCES
Goals: With given constraints, the affordance needed to be visible and intuitive (for different
scenarios), while not calling too much attention to itself.
RESULT: THE AFFORDANCE
Goals: Allow users to report vehicle problems before a ride, while not
calling too much attention.
EXPLORING A LINEAR VS NON-LINEAR FLOW
Goals: What is the ordering in which we present and collect user inputs? Is there a
report summary where users can choose what to fill out? Or is it a skippable linear flow?
DESIGNING THE DAMAGE REPORT
Goals: Work with internal stakeholders to understand what information should be
mandatory vs optional. Is it different between vehicle types (bikes vs mopeds)?
USER TESTING – INFORMATION ARCHITECTURE
Goals: What categories and subcategories would best allow
users to accurately report issues in a timely manner.
