Express Check-In, Pickup, and Dropoff

Title: Streamlining the EagleRider Experience: Optimizing Check-In, Pickup, and Dropoff

Date: 1/2/2023

Executive Summary:

This usability study investigated the user experience of EagleRider's mobile app, focusing on the membership check-in, pickup, and drop-off processes. Our goal was to identify potential pain points and inform design improvements to enhance user satisfaction and efficiency.

Problem:

Customers reported challenges with the check-in, pickup, and drop-off processes within the EagleRider app. This raised concerns about usability and could potentially impact business growth.

Process:

Methodology:

• Remote Moderated Usability Testing: Sessions were conducted with developers and QA testers familiar with the app, allowing for insights from both internal and potential user perspectives.

• Location: Participants joined remotely from Egypt and the United States, ensuring geographically diverse feedback.

• Tasks and Script: Participants completed predefined tasks simulating real-world scenarios while providing verbal feedback and answering follow-up questions.

• Data Collection: Observations, screen recordings, and user feedback were captured for analysis.

Key Research Questions:

• Usability: Is the membership check-in, pickup, and drop-off process intuitive and efficient?

• User Adoption: What are the primary motivations for using the app?

• Pain Points: Where do users encounter friction or confusion within the app?

• Visual Clarity: Do visual elements effectively guide users and support navigation?

Evaluation Metrics:

• User Error Rate: Frequency of errors encountered during tasks.

• System Usability Scale (SUS): Standardized measure of overall user satisfaction.

Expected Outcome:

By identifying user pain points and areas for improvement, we aim to:

• Enhance the usability of the check-in, pickup, and drop-off processes.

• Reduce user errors and frustration.

• Increase user satisfaction and app adoption.

• Ultimately, improve customer experience and drive business growth.

Participants:

Participants are Developers and Agents and Real users from ER Friend

Script:

Introduction:

• Personalize the greeting: "Hi [participant name], how are you today?"

• State the purpose clearly: "Thank you for joining us today. We're conducting a usability study to understand how users experience the EagleRider app for check-in, pickup, and dropoff processes."

• Obtain consent for recording: "The session will be recorded for analysis purposes. Do you have permission for us to do that?"

• Set expectations: "We'll start with some background questions, followed by tasks simulating real-world scenarios. Your honest feedback is crucial in helping us improve the app."

• Address any questions: "Before we begin, do you have any questions about the process?"

Tasks:

• Use clear, concise instructions: "Please open the EagleRider app and complete your reservation check-in process."

• Ask open-ended follow-up questions: "How easy was the check-in process? Were there any steps you found confusing or frustrating?"

• Vary the wording for different tasks: Instead of repeating "For the second task," use phrases like "Next, let's explore..." or "Now, show me how..."

Wrap-up:

• Express gratitude: "Thank you again for your time and valuable insights. Your feedback will help us make the EagleRider app a better experience for everyone."

Improvements:

• Reduce unnecessary formality: Remove phrases like "thank you very much" and "great!"

• Focus on clarity and user-friendliness: Make the script easy to understand and follow.

• Engage the participant in conversation: Encourage open feedback and discussions.

Additional Note:

Consider including a brief demo of the tasks beforehand to ensure participants understand what's expected.

User Flow

Wireframes

Initial Design

Insight Identification

1. Based on the theme that: most of the users missed that they need to complete the check-in step, an insight is: that users need to see an alert notifying them to complete the check-in step.

2. Based on the theme that: most users were lost and couldn’t find what to do before the trip started, an insight is: that users need to receive an email with check-in instructions

3. Based on the theme that: there was no location contact information after completing the reservation an insight is: (users need to see location contact information reservation summary ).

4. Based on the theme that: most of the users were confused and couldn’t find their pick-up information, an insight is: that users need to see their upcoming reservation summary on the home page

5. Based on the theme that: most of the users couldn’t understand the QR code, an insight is: that users need to understand the purpose of the QR code

6. Based on the theme that: most of the users were confused and couldn’t find their pick-up information, an insight is: that users need to see their upcoming reservation summary on the home page

Final Design