Blockride

Digitizing chauffeur transfers as it will be your one stop shop for your next ride

ROLES & RESPONSIBILITIES

My role consisted me being responsibilities for conducting user research, developing personas, creating journey map and creating wireframes.

TOOLS

 

DURATION

24 Weeks

DISCOVERY

Revamping the chauffeur industry

The Problem Statement

  • The traditional way to find a chauffeur companies is to google and search for companies that service your area

  • When trying to get a price quote, most chauffeur companies don’t have their prices on their website which results in you trying to call them or sending an email

  • Many chauffeur companies don’t have an app for their passengers to track their drivers status

  • There is no market place to check what others chauffeur companies are charging

 

Goals

  • To create an app that gives customers the leverage to choose the chauffeur company that best fits their needs

  • Have a feature were passengers can track their drivers when out for pick up

  • Allow customer to see the ratings and reviews of each company before booking a trip with them

  • Integrate an efficient payout method to ensure chaffeur companies recieve payment on time

 

User Interviews

I interviewed users to learn about the following:

  • Have you ever used a chauffeur service?

  • How was your experience using this service?

  • If any flaws which would you wish the company could do a better job?

  • Whats the worst experience you’ve had if any?

From the user interviews, we found that users:

  • Most of the clients using this service aged from 25-35

  • Many users that were using chauffeur service were using one company for all there rides

  • 90% of users that used a chauffeur service was being paid by their company

  • Users preferred a chauffeur service because of quality, timing, professionalism when being compared to Uber/Lyft

DEFINITION

Summarising the key themes from research

 

Persona

  • To make sure I was using a user centered approach, I gathered my research to give me a good understanding of my users

  • Creating personas helps me step out of my biases and recognize that people have different needs and expectations than me.

  • When creating a persona I realized how important and useful it is to conduct a thorough user interviews to distinguish how users behave, how they think and what they want to accomplish

  • I was able to develop 2 Personas based on the research and user interviews

 

Journey Map

  • After conducting user research I put together a journey map to outline the users step by step interactions and how they feel

  • When creating the journey map l made sure I included the quantitative data which was understanding the users pain points, behavior and actions

  • For this specific app it was important to pay close attentions to areas were users might be questioning things like will my bank details be safe? Will my information be shared with 3d party companies?

  • The foundation of any business relies on having an efficient journey map so the customer is satisfied and will use this platform again

 

User Flow

  • Having a user flow gives you the advantage of visualizing the process and sequence a user goes through

  • This process is important because it gives you the option to change the flow before you proceed and get too deep

  • There are many different paths a user can take from start to finish which is all presented in a user flow

  • Presenting the flow of your product to project managers or stakeholders is an importaant step to obtain feedback

DESIGN

Solving the problem with user-centred design

Low-Fidelity Wireframes

  • This was very useful in the early stages of my product development as it focus mainly on the funtionality

  • It’s main goal is to simply communicate the content, layout and flow

  • Excludes colors and logos and uses shapes to image place holders to show

  • Creating low fidelity allowed me to get feedback from stakeholders on how to improve the flow and functions before I proceed

Hi-Fidelity Wireframes

  • After multiple drafts of low fidelity wireframes and obtaining feedback, I started the process of creating hi fidelity wireframes

  • As shown in the hi-fi wireframes below they include colors, images and icons

  • High-fidelity wireframes make it much easier to evaluate a product’s overall design and UX

  • After the completion of hi-fidelity and approval by stakeholders, product is ready to be engineered

Usability Testing

I had a few user run tests to see how efficient my product was. I gave them usability tasks which included:

  • Choosing the vehicle class

  • Entering credit card details

  • Exporting receipt

  • Giving a review

Fortunately everything went well as planned, and user feedback was positive. As this app is still in development there are many moving pieces which will require us to run more usability testing.

Conclusion

After successfully building out the passenger app now I have to transition to building out the driver app. The main takeaways from this project so far is that user research has taken most of the time which we anticipate. The designs required many drafts before choosing the current one. The chauffeur industry is also very behind in the tech world which had us conduct thorough research on how was can brand ourselves differently and become the future leader in this industry.