For this case study, I researched the frustrations & problems of hive customers, to design solutions that will help them to use shared electric scooters more seamlessly. As a side effect, these solutions will help hive to stay competitive within the market.
Read the german concept here: https://uploads-ssl.webflow.com/5af992c0147ee3e3cc3dfbb8/5dc1a0ff15d7a134889b3891_die-app-die-hive-designen-sollte.pdf
Check out the clickable prototype at InVision: https://projects.invisionapp.com/prototype/Redesign-Hive-Prototype-ck27lyunr0034qd01dckflhc8/play/c9a65451
Since the Federal Council of Germany approved shared electric scooter in June of 2019, providers have been flooding the German market.
While I was looking for a reliable provider, I became aware of hive.
At the time of research, they already offered electric scooters in some European cities & wanted to expand on the German market.
While reading their app reviews, I noticed that many customers criticized their service, which made me curious to find out more about the problems of their app. Therefore, I created this case study and thought about possible solutions.
Recognize the customers' problems & the challenges for hive and create possible solutions.
Also, get to know the process of native app design better and learn how case studies are being conducted.
Research & considerations
My research started with the collection of app critics – rated with three or fewer stars, from the middle of summer 2019 until November 2019.
Based on this collection, I evaluated, sorted and summarized the customers' problems & frustrations and assigned the issues to the individual steps within the app.
I also researched the fast-growing market and intense competition for electric scooter sharing based on data from market studies conducted by Populus and the Boston Consulting Group. This data helped me to pinpoint a few challenges better and to get a clear picture for targeted customers.
Since this is my first case study of this kind, I also did some research about how UX case studies are conducted and how they are structured.
To get a better idea for the target group – and who I'm designing for – I started by designing the Persona "Brooklynn Beispiel". With her daily routine in mind, I figured out solutions that would solve the pain points of the customers.
After figuring out and conceptualizing these solutions, I started by redesigning of the onboarding process of the app, to address the customers frustrations in this process and to get a feel for which direction the UI could have. Based on this UI, I continued working on more screens, in an effort to address all the pain points & frustrations that the customers had.
Since I didn't ask customers for feedback about the hive app nor my redesign, I can't provide any valuable insights from their perspective.
I'll improve this in future projects.
During this project, I learned how to conduct a UX case study, how to get meaningful data out of negative app reviews, and how to design helpful solutions based on these app reviews. I also learnt a lot about what to consider when designing a mobile app.
My learnings for my next case study are:
At the time of writing this case study, I never was an employee at hive, nor was I involved in the development or implementation of the service or the app.
I created this UX case study because I saw good potential for hive to compete within the market of electric scooter sharing – especially with Daimler motors as their parent company. But also because I have a passion for diving into user problems and finding possible solutions.
Check out the interactive prototype at InVision: https://projects.invisionapp.com/prototype/Redesign-Hive-Prototype-ck27lyunr0034qd01dckflhc8/play/c9a65451