E-Scooter in SF
2023
overview
As cities evolve and seek sustainable, efficient transportation alternatives, understanding how new users interact with these e-scooters is critical. This study not only highlights the importance of user-friendly design in micro-mobility but also sheds light on the potential barriers and facilitators for first-time users.
Role
UX Researcher
Duration
2023/08 – 2023/12
Goals & Challenges
Our goal is to explore the experiences of first-time Lime scooter users in San Francisco, focusing on the challenges they encounter and their satisfaction with the service.
By examining Lime scooters in San Francisco, we gain insight into the complexities of adopting new urban transport forms, aiming to enhance the user experience for individuals and communities.
Our Scope
Problem Statement
What are the main challenges faced by first-time users, from onboarding to actual scooter usage? What improvements or changes could enhance the first-time user experience?
Methodology
We began our research by conducting a comprehensive review of existing literature, market studies, and user reviews. This secondary research helped us gain a baseline understanding of the current state of e-scooter services and the general perceptions of users, especially those trying Lime scooters for the first time. Following this, we conducted in-depth interviews with a group of participants focused on first-time Lime scooter users. These interviews provided valuable insights into the personal experiences, preferences, and challenges faced by these individuals.
In-field Research
We did some online and offline research while roaming around the city to get the hinge of what the scenario around the scooters in the city. We spotted them in different situations and many locations.
Online Research
Our comprehensive review of existing literature, market reports, and user feedback revealed several critical insights.
Key findings from our secondary research indicate that e-scooters are predominantly used by locals for commuting and personal errands, with a significant portion also utilized for first/last-mile connectivity to public transit. Additionally, prominent challenges facing e-scooter services include safety concerns, parking issues, unclear regulations, and various problems that affect the user experience.
User Interviews
We have developed a comprehensive primary research plan that includes, but is not limited to, a timeline, stakeholders, interviewee consent, and interview scripts. Below are detailed introductions and discoveries from interviews with four users.
Building on our previous research, we have conducted a thorough documentation and synthesis process to provide a detailed overview of first-time user experiences with Lime scooters, spanning from onboarding to parking. This visually organized synthesis captures user feedback on usability and challenges, pinpointing specific areas for improvement. By highlighting critical aspects of user satisfaction and points of friction, this process serves as an essential tool for enhancing Lime's user interface and service delivery, aiming to ensure a smoother experience for new riders.
Documentation & Synthesis
Learning
Key learnings from this user research on Lime scooters have led to actionable solutions:
- Onboarding: Minor adjustments to the onboarding process could enhance the initial user experience.
- Usability: Adding a phone holder on scooters can improve navigation and app use during rides.
- Hygiene: Further external research is needed to address and resolve hygiene issues.
