ANALYSIS OF LIME BIKE USER EXPERIENCE
OVERVIEW
"Analyzed the user experience of Lime bike users in the Seattle area specially around the University of Washington Campus. This studies aims to identify the most commonly experienced pain points reported by the members of the UW Seattle
Campus who have used Lime Bike"
With this research we are trying to answer the following questions
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What are the specific problems users face when using Lime App (both android and iPhone)?
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What are difficulties users find when trying to locate a bike shown in Lime app?
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What are the problems faced by customers after returning the bike?
ROLE
User Experience Researcher
CONTRIBUTION
Surveys
Interviews
Data Collection
Data Analysis
Insights
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AREAS OF CONCERN
Being overcharged by LimeBike App due to glitches
Difficulty finding a bike as directed by the App.
45% chose to not use LimeBike again
App was not user friendly, hard to understand and faced performance issues
DATA COLLECTION
SAMPLING
Purposive Sampling: We picked our participants based on the criteria we had in our research statement and made sure that participant profile matched with user profile needed for our research so that it gives us the accurate information issues we are trying to identify.
SURVEYS
We used Qualtrics to create the survey. We used dichotomous, multiple choice and open ended questions to collect qualitative data about users’ opinions on UX issues. We also used Likert Scale questions in survey to collect quantitative data for analysis.
INTERVIEWS
Picked up users near UW link station who matched our criteria. Developed rapport, asked for consent verbally (Appendix G) and took notes when other teammate asked questions(Appendix B). Collected data was then analyzed using word cloud generator plug-in of PowerPoint
SURVEY FINDINGS
From asked about the generic improvements, most people wanted to see better payment options that provide more flexibility and customization like for the UW campus the ability to pay with a husky card.
When asked about the thing most disliked about Limebike majority talked about the quality of the bike, ease of finding a bike and the level of charge. All of these point towards the maintenance of the service.
When asked about the App performance, most people voted the cost to be something they'd like to see changes in, followed by the payment method. A third also mentioned that the app was not easy to use
PRICING
The major finding was that a number of users had been overcharged by LimeBike. This ranged to being charged even if the bike didn't unlock to the users being charged even after the ride ended.
LIMEBIKE APP PERFORMANCE
This was another common pain point wherein users were unhappy about how difficult it was to navigate the app for a booking. There were also a number of user complaints about app crashes and glitchy camera issues.
CUSTOMER SERVICE
Another major finding was user frustration with customer service which they complained is either non-responsive or slow to take action on user issues.
PHYSICAL CONDITION OF BIKE
While most users enjoyed the performance of the bike, there were complaints concerning broken/bent parts, squeaky wheels and spoilt brakes
AUTHENTICATION
Another major drawback were issues regarding credit card authentication. Users complained about not being able to unlock the bike because the app couldn’t authenticate their credit card. In some other cases there were issues in applying verification or promo codes.