2024
2024
2024
Addressing Hidden Hurdles
in Barcelona's Bicing Experience
Addressing Hidden Hurdles
in Barcelona's Bicing Experience
Addressing Hidden Hurdles
in Barcelona's Bicing Experience
My Role:
UX/UI Designer.
Target audience:
This case study targets Bicing managers, urban planners, UX designers, offering insights to improve the system’s battery visibility and bike reservation functionality.
Time frame:
August- September 2024
Process:
UX research and analysis, user interviews, prototyping
Tools:
Figma, Google Docs
My Role:
UX/UI Designer.
Target audience:
This case study targets Bicing managers, urban planners, UX designers, offering insights to improve the system’s battery visibility and bike reservation functionality.
Time frame:
August- September 2024
Process:
UX research and analysis, user interviews, prototyping
Tools:
Figma, Google Docs
My Role:
UX/UI Designer.
Target audience:
This case study targets Bicing managers, urban planners, UX designers, offering insights to improve the system’s battery visibility and bike reservation functionality.
Time frame:
August- September 2024
Process:
UX research and analysis, user interviews, prototyping
Tools:
Figma, Google Docs
Background
Bicing, Barcelona’s public bicycle-sharing service, is a key part of the city’s eco-friendly mobility options for residents. Managed through the SMOU app, which also provides parking, electric vehicle charging, and other urban services, Bicing offers both traditional and electric bikes for convenient city travel.
As a regular Bicing user, I have encountered recurring challenges that reduce the service's effectiveness. This case study focuses on two main issues: the inability to see the battery level of electric bikes when booking and the frequent failure of the yellow light to indicate reserved bikes at stations. These issues, confirmed by several other users I interviewed, significantly impact the user experience. The study will propose solutions to address these pain points and improve overall satisfaction.
Background
Bicing, Barcelona’s public bicycle-sharing service, is a key part of the city’s eco-friendly mobility options for residents. Managed through the SMOU app, which also provides parking, electric vehicle charging, and other urban services, Bicing offers both traditional and electric bikes for convenient city travel.
As a regular Bicing user, I have encountered recurring challenges that reduce the service's effectiveness. This case study focuses on two main issues: the inability to see the battery level of electric bikes when booking and the frequent failure of the yellow light to indicate reserved bikes at stations. These issues, confirmed by several other users I interviewed, significantly impact the user experience. The study will propose solutions to address these pain points and improve overall satisfaction.
Background
Bicing, Barcelona’s public bicycle-sharing service, is a key part of the city’s eco-friendly mobility options for residents. Managed through the SMOU app, which also provides parking, electric vehicle charging, and other urban services, Bicing offers both traditional and electric bikes for convenient city travel.
As a regular Bicing user, I have encountered recurring challenges that reduce the service's effectiveness. This case study focuses on two main issues: the inability to see the battery level of electric bikes when booking and the frequent failure of the yellow light to indicate reserved bikes at stations. These issues, confirmed by several other users I interviewed, significantly impact the user experience. The study will propose solutions to address these pain points and improve overall satisfaction.
Quantitative Survey Analysis
The following analysis is based on a user survey conducted to identify key pain points within the Bicing service in Barcelona, specifically focusing on the electric bike experience and the reservation system. Through gathering responses from frequent users, the research aims to highlight the most pressing issues, such as battery visibility and bike reservation indicators, and how they impact overall satisfaction with the service.
Quantitative Survey Analysis
The following analysis is based on a user survey conducted to identify key pain points within the Bicing service in Barcelona, specifically focusing on the electric bike experience and the reservation system. Through gathering responses from frequent users, the research aims to highlight the most pressing issues, such as battery visibility and bike reservation indicators, and how they impact overall satisfaction with the service.
Quantitative Survey Analysis
The following analysis is based on a user survey conducted to identify key pain points within the Bicing service in Barcelona, specifically focusing on the electric bike experience and the reservation system. Through gathering responses from frequent users, the research aims to highlight the most pressing issues, such as battery visibility and bike reservation indicators, and how they impact overall satisfaction with the service.
Frequency of Use:
Most respondents (65%) use Bicing daily, with a minority using it weekly or 2–3 times per week.
Frequency of Use:
Most respondents (65%) use Bicing daily, with a minority using it weekly or 2–3 times per week.
Frequency of Use:
Most respondents (65%) use Bicing daily, with a minority using it weekly or 2–3 times per week.
Type of Bike Used
All respondents reported using electric bikes the most, which highlights that the survey results are highly relevant to the issues around electric bike functionality, such as battery level visibility and bike reservation indicators.
Type of Bike Used
All respondents reported using electric bikes the most, which highlights that the survey results are highly relevant to the issues around electric bike functionality, such as battery level visibility and bike reservation indicators.
Type of Bike Used
All respondents reported using electric bikes the most, which highlights that the survey results are highly relevant to the issues around electric bike functionality, such as battery level visibility and bike reservation indicators.
Importance of Knowing the Battery Level
Nearly all respondents (75%) consider it "very important" to know the battery level of the electric bikes beforehand. Only a few respondents marked it as "important" or "somewhat important," emphasizing the need for better battery visibility.
Importance of Knowing the Battery Level
Nearly all respondents (75%) consider it "very important" to know the battery level of the electric bikes beforehand. Only a few respondents marked it as "important" or "somewhat important," emphasizing the need for better battery visibility.
Importance of Knowing the Battery Level
Nearly all respondents (75%) consider it "very important" to know the battery level of the electric bikes beforehand. Only a few respondents marked it as "important" or "somewhat important," emphasizing the need for better battery visibility.
Battery Issues
Frequency of Booking Bikes with Low Battery: A significant number of users (35%) frequently book electric bikes with less than 30% battery, while the rest have faced this issue occasionally or rarely.
Battery Issues
Frequency of Booking Bikes with Low Battery: A significant number of users (35%) frequently book electric bikes with less than 30% battery, while the rest have faced this issue occasionally or rarely.
Battery Issues
Frequency of Booking Bikes with Low Battery: A significant number of users (35%) frequently book electric bikes with less than 30% battery, while the rest have faced this issue occasionally or rarely.
Satisfaction with Battery Visibility
The majority of respondents (75%) are dissatisfied or very dissatisfied with the visibility of the battery level when booking bikes, with a small percentage (25%) expressing neutrality or satisfaction.
Satisfaction with Battery Visibility
The majority of respondents (75%) are dissatisfied or very dissatisfied with the visibility of the battery level when booking bikes, with a small percentage (25%) expressing neutrality or satisfaction.
Satisfaction with Battery Visibility
The majority of respondents (75%) are dissatisfied or very dissatisfied with the visibility of the battery level when booking bikes, with a small percentage (25%) expressing neutrality or satisfaction.
Issues with the Yellow Light Indicator
A large number of respondents (55%) report frequent issues with the yellow light that indicates bike reservations, stating that the light often doesn’t blink after reserving a bike. This adds confusion when trying to identify the correct bike at the station.
Issues with the Yellow Light Indicator
A large number of respondents (55%) report frequent issues with the yellow light that indicates bike reservations, stating that the light often doesn’t blink after reserving a bike. This adds confusion when trying to identify the correct bike at the station.
Issues with the Yellow Light Indicator
A large number of respondents (55%) report frequent issues with the yellow light that indicates bike reservations, stating that the light often doesn’t blink after reserving a bike. This adds confusion when trying to identify the correct bike at the station.
Difficulty Locating Reserved Bikes
A considerable portion of users (52,6%) find it difficult or very difficult to locate their reserved bike at the station.
Difficulty Locating Reserved Bikes
A considerable portion of users (52,6%) find it difficult or very difficult to locate their reserved bike at the station.
Difficulty Locating Reserved Bikes
A considerable portion of users (52,6%) find it difficult or very difficult to locate their reserved bike at the station.
Finding the reserved bicing
Respondents frequently spend between 1 to 5 minutes searching for their reserved bike, with
some spending even more time.
Finding the reserved bicing
Respondents frequently spend between 1 to 5 minutes searching for their reserved bike, with
some spending even more time.
Finding the reserved bicing
Respondents frequently spend between 1 to 5 minutes searching for their reserved bike, with
some spending even more time.
Overall Satisfaction with the Reservation System
Overall satisfaction with the reservation system is low, with 85% of respondents reporting dissatisfaction or significant dissatisfaction, particularly due to issues with battery visibility and the bike reservation indicator.
Overall Satisfaction with the Reservation System
Overall satisfaction with the reservation system is low, with 85% of respondents reporting dissatisfaction or significant dissatisfaction, particularly due to issues with battery visibility and the bike reservation indicator.
Overall Satisfaction with the Reservation System
Overall satisfaction with the reservation system is low, with 85% of respondents reporting dissatisfaction or significant dissatisfaction, particularly due to issues with battery visibility and the bike reservation indicator.
Desire for Improvements
An overwhelming 95% of respondents expressed a desire for improvements in how bike reservations are indicated at Bicing stations, pointing to the need for more reliable and visible booking indicators.
Desire for Improvements
An overwhelming 95% of respondents expressed a desire for improvements in how bike reservations are indicated at Bicing stations, pointing to the need for more reliable and visible booking indicators.
Desire for Improvements
An overwhelming 95% of respondents expressed a desire for improvements in how bike reservations are indicated at Bicing stations, pointing to the need for more reliable and visible booking indicators.
Impact of These Issues on Satisfaction
When asked how much these issues (battery visibility and bike reservation indicator) affect their overall satisfaction, 85% rated the impact as significant or very significant. This demonstrates that these pain points are major contributors to users' dissatisfaction with the Bicing service.
Impact of These Issues on Satisfaction
When asked how much these issues (battery visibility and bike reservation indicator) affect their overall satisfaction, 85% rated the impact as significant or very significant. This demonstrates that these pain points are major contributors to users' dissatisfaction with the Bicing service.
Key Insights
Battery visibility and bike reservation indicator issues are the primary pain points for users, with dissatisfaction across both aspects being high.
Frequent riders are especially affected, with many experiencing issues multiple times a week.
The yellow light system, which is supposed to help locate reserved bikes, is particularly problematic, as most respondents find it unreliable.
These issues significantly impact overall user satisfaction, with the majority of users advocating for immediate improvements.
Conclusion
The survey results show that the Bicing service’s electric bike functionality, especially regarding battery visibility and the reservation system, requires urgent improvements. Addressing these pain points will likely improve the overall user experience and increase satisfaction, particularly for frequent users who rely on the service daily.
Impact of These Issues on Satisfaction
When asked how much these issues (battery visibility and bike reservation indicator) affect their overall satisfaction, 85% rated the impact as significant or very significant. This demonstrates that these pain points are major contributors to users' dissatisfaction with the Bicing service.
Key Insights
Battery visibility and bike reservation indicator issues are the primary pain points for users, with dissatisfaction across both aspects being high.
Frequent riders are especially affected, with many experiencing issues multiple times a week.
The yellow light system, which is supposed to help locate reserved bikes, is particularly problematic, as most respondents find it unreliable.
These issues significantly impact overall user satisfaction, with the majority of users advocating for immediate improvements.
The survey results show that the Bicing service’s electric bike functionality, especially regarding battery visibility and the reservation system, requires urgent improvements. Addressing these pain points will likely improve the overall user experience and increase satisfaction, particularly for frequent users who rely on the service daily.
Key Insights
Battery visibility and bike reservation indicator issues are the primary pain points for users, with dissatisfaction across both aspects being high.
Frequent riders are especially affected, with many experiencing issues multiple times a week.
The yellow light system, which is supposed to help locate reserved bikes, is particularly problematic, as most respondents find it unreliable.
These issues significantly impact overall user satisfaction, with the majority of users advocating for immediate improvements.
The survey results show that the Bicing service’s electric bike functionality, especially regarding battery visibility and the reservation system, requires urgent improvements. Addressing these pain points will likely improve the overall user experience and increase satisfaction, particularly for frequent users who rely on the service daily.
Solving Bicing's Pain Points with Proven Solutions
Bicing users face issues with electric bike reservations and battery visibility. Other mobility apps in Barcelona have solved similar problems. Here’s how Bicing can learn from them
Solving Bicing's Pain Points with Proven Solutions
Bicing users face issues with electric bike reservations and battery visibility. Other mobility apps in Barcelona have solved similar problems. Here’s how Bicing can learn from them
Solving Bicing's Pain Points with Proven Solutions
Bicing users face issues with electric bike reservations and battery visibility. Other mobility apps in Barcelona have solved similar problems. Here’s how Bicing can learn from them
Coltra: Clear Battery Levels
Coltra shows users the battery levels of bikes before booking. This prevents frustration with low batteries. Bicing could adopt this feature to improve battery transparency for electric bikes.
Coltra shows users the battery levels of bikes before booking. This prevents frustration with low batteries. Bicing could adopt this feature to improve battery transparency for electric bikes.
Bolt: Real-Time Tracking for Electric Bikes
Bolt’s electric bikes offer real-time tracking and instant reservation confirmation. Users know when a bike is reserved and can track it on a map. Adding this to Bicing would help users find their reserved bikes faster.
Bolt’s electric bikes offer real-time tracking and instant reservation confirmation. Users know when a bike is reserved and can track it on a map. Adding this to Bicing would help users find their reserved bikes faster.
AMB Bicing: Better Reservation Visibility
AMB Bicing’s reservation system offers clearer indicators and reliable availability updates. Bicing could improve user satisfaction by adopting better reservation notifications and signage at stations.
AMB Bicing’s reservation system offers clearer indicators and reliable availability updates. Bicing could improve user satisfaction by adopting better reservation notifications and signage at stations.
The Solution: Dock and Bike Numbering with Battery Visibility
The Solution: Dock and Bike Numbering with Battery Visibility
The Solution: Dock and Bike Numbering with Battery Visibility
Imagine arriving at a Bicing station and easily locating your reserved bike. Each bike has a unique number, clearly displayed both on the bike and its dock. When reserving through the app, users can see the exact bike number along with its battery level. This way, riders can choose bikes with enough charge and avoid wandering around the station trying to find the right one.
By showing both the dock number and bike information in the app, users will enjoy a seamless, efficient experience, knowing exactly which bike to take and how much charge it has before they even arrive at the station. This small change would drastically reduce frustration and improve satisfaction with the reservation process, as demonstrated in the prototype on the right.
Imagine arriving at a Bicing station and easily locating your reserved bike. Each bike has a unique number, clearly displayed both on the bike and its dock. When reserving through the app, users can see the exact bike number along with its battery level. This way, riders can choose bikes with enough charge and avoid wandering around the station trying to find the right one.
By showing both the dock number and bike information in the app, users will enjoy a seamless, efficient experience, knowing exactly which bike to take and how much charge it has before they even arrive at the station. This small change would drastically reduce frustration and improve satisfaction with the reservation process, as demonstrated in the prototype below.
Imagine arriving at a Bicing station and easily locating your reserved bike. Each bike has a unique number, clearly displayed both on the bike and its dock. When reserving through the app, users can see the exact bike number along with its battery level. This way, riders can choose bikes with enough charge and avoid wandering around the station trying to find the right one.
By showing both the dock number and bike information in the app, users will enjoy a seamless, efficient experience, knowing exactly which bike to take and how much charge it has before they even arrive at the station. This small change would drastically reduce frustration and improve satisfaction with the reservation process, as demonstrated in the prototype below.
Proposed bicing docks with numbers
Proposed bicing docks with numbers