Enhancing Booking Experience for Easy Ride in Mall

Scoozer Thumbnails Booking Ride Shopping Enjoy USA Texas

Context

Scoozer is a 4-wheel, 2-seat electric scooter designed for seamless in-mall transportation.

Targeting senior citizens, parents, and shoppers with mobility challenges, Scoozer aimed to improve accessibility, enhance convenience, and drive business growth through a well-optimized digital experience.

My role

UX/UI Designer, Product thinking, Research, Iteration, Design & Prototype

Client

VisionX Partners

Platform

Mobile app

Tools

Figma, Slack, Trello

Understand

Problem

Many seniors, disabled individuals, and parents struggle to navigate malls with bags and need support like a vehicle or helping hand.

Problem Definition

Many shoppers abandoned the rental process due to a confusing booking flow.

Users frequently left scooters in random locations, creating inconvenience for others.

Some users exceeded speed limits, raising liability risks.

Expectations

We’ll offer scooters to enhance the shopping experience. Customers can rent them via our app, use them freely, and return them once shopping is done.

Reality

Many users face issues with riding scooters, connecting the app, following speed limits, and returning scooters to the correct drop-off points.

🤦‍♂️ User Problem

Struggle to connect scooter with app. Many shoppers abandoned the rental process due to a complex and confusing booking flow. This led to frustration and made them lose interest in using the app.

💼 Business Problem

A complex rental process led to low adoption, while poor parking habits and safety issues increased operational challenges and fleet management costs.

Framing the challenge and opportunity

Contributions

I collaborated with the primary stakeholders, product manager, and core UX team to research user behaviours and needs. Based on our findings and business goals, we proposed a user flow and wireframes that accurately reflected our research. I refined the user flow and wireframes to meet the users’ needs and finalized the design.

Defining the Problem

Since we are looking to provide a scooter rental service in a shopping mall, we need an app to facilitate the operation. As the scooters are electric, we can easily connect them with our dedicated app.

Design Opportunity

We need to design an app to operate and manage the scooters. When it comes to design, we should priorities simplicity, so that users can take advantage of the scooter with the app effortlessly. Additionally, we should design a website that allows everyone to access a variety of scooter-related information in one convenient location.