If have ever visited USA, Europe or might be living there, you might have come across some people roaming around in eco friendly e-bikes, e-scooters etc or these mobility products by various providers such as lime, voi, bird etc etc… being parked at certain stations. The word ‘e’ in these products stands for electric or electricity. Have you ever wondered who recharges who is responsible for refilling the electricity in these bikes? It is a sensible question to ask because no user owns these bikes. So who the hell recharges these bikes?
I have worked at VOI scooters in repair operations department. I was involved in a new project to create an app from 0-1 to increase the efficiency of repair operations in the warehouse. Completed the design and product ideation in 2-3 months time and the app was implemented in next 2 months. in a span of six months, we saw an increase in repair operations efficiency by 18%.
In-depth Interviews
Though I had informal conversations with many workers at warehouse, I decided to formally record only one person from each station and put together as insights including talks with other workers.
User Personas
After doing considerable amount of research on different things happening at different stations of repair warehouse, I understood that there are people working at 3 different types work stations known as DIAGNOSIS, REPAIR and QUALITY CHECK, Based on insights I have analysed from interviews, I have decided to create 3 different persona archetypes representing a worker from each station based on insights gathered from few people at each station.
The following are some of the highlights from the app :
Diagnosis
Identify the issues with damaged scooter
Repair
Solve identified issues and fix scooter
Quality Check
Approve repair quality and checkout scooter
Click image for more detailed screens on Figma