Ride sharing Kiosk
Overview
Ridesharing applications and their usage have been increasing for commutes which is of short durations. This system mostly employs single seater or kick scooters which just makes it convenient and cheaper for the user in last mile connectivity.This case study contains the design thinking process of the ride sharing kiosk where they are available for shared use to individuals on a short-term basis and design the screens for the ideal kiosk that allows for the rental and return of these Electric Scooters.
Introduction
To understand how the system works and what are the procedures that are followed, I started off with the study of the applications that are available in the market and its reviews in the app store, for the purpose of study, both Indian and Global E-Bike rental applications have been selected and both kiosks based and dock-less have been studied for the same.
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Reason why dock-less was also studied was to understand the advantages and disadvantages over kiosk based system and what all learning can be taken from it for the implementation in the kiosk based system.
To know the user issues of the application both Kiosk based and dock-less which are already in the market, a study was conducted to understand what are the issues that were being repeated in the app review section, having gone through the comments few repeated and unique comments have been captured here, and was a key in framing the direction of the project.
Stakeholders
The primary stakeholders involved are the users, company, municipality, franchise owners, and maintenance and support employees. The business model involves the kiosk being set up near railway stations, metros, bus terminals, malls, apartments, residents association etc. based on the movement density. The municipality will partner in setting up government-owned spaces and in private owned spaces owned by the private franchisee.
Issues Faced
Application issues
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Kiosk/Bike location not visible, or inaccurate location on the map.
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Starting and ending the ride issues.
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Rates not seen or variation in rates once ride is completed.
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The blue tooth is switched on automatically not switching off.
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The battery level of the e-bike is not shown.
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Sees on the map, once you reach the location it's taken by another user.
E-bike issues
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E-Bike battery dies midway.
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E-bike is not maintained properly, eg no brakes.
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Helmets are missing.
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Traffic rule violations eg wrong side driving.
User Journey
01. An anxiety filled User journey
02. A daily hassle User journey
Persona​
Problem Statement.
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" Provide a ride sharing experience free of anxiety "
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anxiety of ride availability
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anxiety of price
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anxiety of quality of bike
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anxiety of range
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anxiety of not ending the ride
Feature ideation ​
To make a zero anxious ride-sharing application, the following feature list was made with features that are to be made available in the mobile application kiosks and with the support and maintenance team.
Flow
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The Mobile application is a support feature that can help the user to log in and set up an account or load money to the card. It won't be playing an important role as far as the unlocking and locking bikes are concerned. This helps in reducing the dependency on its battery for internet connectivity or Bluetooth in using the E-Bike, which was a major pain point for the users.
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The kiosk has the option to recharge the card, get a new card or create a new user profile. The regular users will be able to reduce the time of scanning and uploading to a very simple swipe of the card to start the ride and plug the ride into the dock to end the ride. The new users will be able to get the new RFID card from the Kiosk itself.
Wireframe
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The Scope of this case study has been limited to the kiosk screen as of now and the wireframe is as shown below.
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User flow 1 - Recharging the card
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User Flow 2 - New User Registration
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User Flow 2 - Request a new ride ( later updated to end ride )
Prototype
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From the testing that was conducted with users of a dockless ride sharing application the major painpoint was the inability to end the ride, because of which the user had to pay up more amount. so the request new ride option was taken out from the home screen and replaced with end ride request.
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The page layout was made as simple as possible with language menu on top the content in centre the data entry layer and action button below.
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Screen Flow 1 - Registration via Kiosk
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Screen Flow 2 - Registration via Mobile option
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Screen Flow 3 - Recharging the RFID Card
