The Bike Time app provides a comprehensive set of features for bike enthusiasts. It offers convenient options such as online shopping and customer support. With this app, users can easily schedule appointments, make purchases, and complete online payments by using their mobile app.
As a UX/UI designer, my role involves designer designed an app for Bike Time from conception to delivery.
Conducting research, paper and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.
Jan - Feb 2022
Figma
Customers are experiencing frustration due to long wait times and receiving poor service from overwhelmed staff members.
The mobile app Bike Time allows users to easily place, track, and return orders. Additionally, users should be able to schedule appointments and access help and support directly within the app.
To better understand the users' feelings, needs, and motivations, I created an empathy map. I also conducted an unmoderated usability study, where five participants shared their experiences using the Bike Time app's digital wireframe. These research methods have helped me identify the pain points that users face when using the Bike Time mobile app. The study results have revealed the missing features in the app and provided deeper insights into improving the design components.
Customers are not receiving any follow-up from employees after making a deposit in-store.
Employees are not well-trained, leading to repeated questions from different employees and ultimately wasting the customers' time.
Customers are required to contact the bank to get a refund because the store failed to process it.
Brian Hayes is a bike instructor who needs comprehensive customer service from a bicycle shop and keeping track of his order because he doesn’t want to lose his order and waste the money.
I focused on optimizing the navigation elements on the home page to ensure users can easily access the desired features.
*Stars were used to mark the elements that would be used in the initial digital wireframes.
Users often become frustrated when they are unable to locate their packages. By incorporating a timeline, we can clearly indicate the package's locations. Customer support is available via the Get Help button at the bottom.
In contrast to traditional calendar designs, this version features larger buttons, enhancing user-friendliness and ease of selection.
I conducted two rounds of usability studies to gather feedback on the user experience of the digital wireframe and high-fidelity prototype. The first study helped identify the app's features, while the second study revealed areas for refinement in the mockups.
Users require multiple methods to reach a support representative.
Users expressed a need to know the refund amount before completing a return process.
Users with vision impairment also requested assistance with adjusting color and font size.
It was noted that some pages do not require an exit or go-back button.
The primary color should provide contrast to the background.
Based on feedback, I made several changes to the design. In the navigation bar, I added five links instead of four and renamed one of the links to make it more recognizable. Furthermore, I increased the button size for the tune-up package and appointment.
In response to a user pain point, I ensured that the refund amount was displayed after users selected a return reason.
View the Bike Time High-Fidelity Prototype
Incorporated text into the icon to ensure that users with screen readers can understand the button.
Used detailed images for the product menu to enhance users' comprehension of the different bike parts.
Users can access the accessibility adjustment feature on any page.
Our aim at Bike Time is to optimize the user experience and deliver exceptional service to our customers. We strive to create a comprehensive experience for all bike enthusiasts by integrating e-commerce and customer service within our app.
During my research, I recognized the significance of designing inclusively as users may face difficulties while using our product. By addressing these challenges and implementing necessary enhancements in our app, we can create an accessible product that can greatly improve someone's life.
© 2023 All rights reserved.