Simplify PIN discoverability to ensure customers easily find the PIN, facilitating payment with clear instructional guidance.
Digitilizing the fuelling process of ShareNow
SHARE NOW is a leading car-sharing service operating in major urban centers across Europe and North America. It offers a flexible, convenient alternative to car ownership, allowing users to rent vehicles on demand via a user-friendly mobile app. With a diverse fleet of cars available anytime, SHARE NOW aims to provide a seamless, efficient mobility solution for urban dwellers.
The COVID-19 pandemic significantly impacted transportation habits, leading to a dramatic drop in car-sharing and a shift towards shorter trips. Despite these challenges, we saw an opportunity to innovate and lead in the car-sharing industry by minimizing human interaction and streamlining the refuelling process.
Eliminate the need for drivers to go inside to pay for fuel.
Prevent the theft of fuel cards and reduce fuel fraud.
Enable drivers to refuel quickly and continue their rides without delays.
Minimize customer service calls related to refuelling issues.
To validate our business requirements, I led a field ethnographic study with two of my colleagues to understand their experiences with fuelling. We focused on current behaviours, competitor practices, and pain points for international customers to inform our design improvements.
Through qualitative research with five participants, we faced several challenges that were instrumental in pinpointing critical stages in the customer journey. This process helped us validate our earlier outdoor user research, guiding us to develop solutions aimed at boosting user confidence and optimizing the fuelling experience.
Users struggle to find the generated PIN for fuelling within the app.
Users want immediate confirmation that fuelling and payment processes are successful.
Users frequently turn to printed materials over the app, alongside FAQs for information.
New users avoided fuelling due to process uncertainty.
Upon completing our research, we prioritized the most significant issues that could offer quick wins. We then had to contemplate how to proceed with digital implementation in view of the complexity of the broader challenges.
Introducing our streamlined fueling process designed for ultimate convenience. We reimagined the experience to be as smooth and hassle-free as possible, allowing the rider to focus on the journey.
Our goal was to ensure that our customers, especially internationals, could confidently fuel in less than four steps and enjoy a seamless journey. This efficient approach enabled drivers unfamiliar with the German fuelling process to feel confident and supported.
For occasions when drivers fuel at a station not in partnership with ShareNow, Created an easy refund process whereby Drivers can submit their receipts through the app, ensuring they receive prompt reimbursements and maintaining a hassle-free experience.
Offering incentives was key to changing user behaviour. To reinforce a positive mindset, we planned to reward users with extra credit for fuelling, encouraging them to engage more willingly in the process.
I proposed the concept of placing stickers on all the combustion cars throughout Germany to provide visual cues. These informative stickers proved effective in encouraging our users to use their phones to make the refueling process easier.
The redesign of the rider experience was a huge success! Fuelling increased by over 132% within a year! On average, there were about 500 refuels in the first 10 days. All the fuel cards were removed across Germany.
User needs are at the heart of my design philosophy. Let’s chat about crafting experiences that not only meet user expectations but also set your product apart.