lyft - bikes and scooters | station operations
station operations
When Lyft acquired Motivate in Dec 2018, station data and maintenance was conducted on a variety of 3rd party tooling, leading to multiple inefficiencies. Stations are high cost assets with complex systems. It was necessary to unify them with Lyft tooling, AirControl and Fieldwork, to improve operations.
Project: Station Maintenace
Role: Lead Product Designer
Year: 2021 - 2022
About bike stations
Stations and docks
Riders can dock/undock shared bikes (and scooters in some markets)
Consist of a kiosk and numerous docks - up to 160 docks at some NYC stations
Stations and docks communicate various problem alerts to numerous systems
Tasks
Tasks are created to resolve problems (created manually by a manager or auto-created by system)
Over 70 problems leading to various workflows
2 task types:
Inspect (ex: solar panel error)
Repair (ex: locking mechanism error)
PRELIMINARY WIREFRAMES
After rethinking the entire registration experience, I fleshed out four different flows - Light Front, Light End, Even and Bookends. These were tested with multiple users to understand areas of frustration and pain points.
FINAL DESIGNS
User testing resulted with Light Front as the preferred flow, which eased the user into the experience. It was segmented into three “chapters” - About You, Agreements and Payment with a progress bar to alleviate anxiety and mitigate user drop off. The new experience consists of more screens than the original, however there is less content per screen. This decreases cognitive overload, allowing the user to stay focused on the task at hand. Also, the bike key option was pushed to the end as a separate flow to simplify the experience.
POST-LAUNCH RESULTS
Two months after launch, we saw an 8.5% increase in conversion for annual membership registration. The design language is built off of a white label web system, creating consistency while reducing time and effort to launch in other cities such as DC and Minneapolis.
