pop
charge
: a mobile app based concept
Project TL;DR
Designing a mobile app experience for a peer-to-peer e-commerce company.
The pop charge app is an easy, fun, and familiar introduction of a new product to the US market.
Quick Look
+ c2c model
+ Competitive market analysis
+ End to End development
+ Lean product design
Power bank rental services have been largely successful in the asian market.
​In the US market, these services are still relatively unknown.
We tested one of these competitors and found that the poor app experience slowed users down and contributed to an overall negative usage rating.
Poor app experiences lead to sharp drop off at the registration step - this, in turn, results in low retention rate.
Let’s fix that.
Business Problem
The target U.S. market consumers aren’t familiar with power bank rentals, and have a lesser understanding of QR codes than their Asian counterparts as demonstrated during our competitive market research studies.
The unfamiliarity combined with unclear usage instructions and lack of streamlined process, resulted in the following feedback from our users.
User
Problem
KPIs and Targets
Decrease in time to completion
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-50%
Percentage of successful powerbank rental
80%
Increased user score rate
+80%
Thanks to...
Adam
Yanli
​
Shanshan
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The Context
Due to the higher population density and the Asian consumer's familiarity with tech, power bank rental is common and often used.
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However in the U.S. market, competitors using a similar business model encountered the following issues:
Unclear directions on usage
Unfamiliarity with QR tech
High error rate when using similar product
Lack of Credibility
We want to...
Improve upon competitors' failings and create a new experience that feels familiar, credible, and memorable by seamlessly expediting the journey from download to payment.
How might we create a new experience for users that allows them to quickly locate and rent a power bank from anywhere?
The New Experience
Familiar Layout
Increased rental success rate
An easy, 3 step process
Trustworthy
Using competitor's app
Unclear directions on usage
Unfamiliarity with QR tech
High error rate when using similar product
Lack of Credibility
Current Experience
Our proposed app
Research
In order to gain insights to create a high performance app, we tested a competitor product to pinpoint weaknesses and areas for improvement.
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Tests were conducted with initial interviews and contextual inquiries to understand their experience of the product's usage.
There's a need to trust a new app. It should communicate through language and visuals that it provides the user with a fast, reliable rental service.
"For a sharing app, it's all about trust and branding."
- Meleha
There's a prevalent desire for concise, easy to follow steps in a mobile app experience where end result is for a phone charge.
"I don't like extra steps especially when I'm in a rush."
- Lindsay
We want to...
Improve upon competitors' failings and create a new experience that feels familiar, credible, and memorable by seamlessly expediting the journey from download to payment.
Wireframing
onboarding
Creating initial wireframes for the onboarding process with the team - we consolidated this into a quick process to ensure that the user reach the rental screen as quickly as possible:
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renting a powerbank
Consolidating the rental process using QR code technology [already installed in physical kiosks] and ensuring that the user understands what they're being charged for, and when.
payment
Understanding how to effectively communicate to the user their payment options [via Stripe] to ensure that it's painless, trustworthy, and efficient.
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No scams here.
returning your device
Instructing the user how to quickly return their device and be on their way.
account management
Giving the user full control over their accounts and an efficient, user-friendly overview of rental history.
Initial Concept Sketches
Interface
user stories
Register an account and rent a device.​
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+ Landing screen
+ Fun, succinct onboarding [with skip option]
+ Quick geolocation through the app
Landing screen​
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Onboarding​
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Locating a nearby kiosk​
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Locate the nearest kiosk.​
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+ Clear, navigable maps
+ Geolocation allows user to arrive at the correct location
Geolocation [using Google Maps API]​
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Walking directions to the nearest kiosk​
Scan and rent a device.
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+ Easy to use QR code scan
+ Clear payment process
+ Confirmation of payment
Scan the QR code on kiosk.​
Explanation of payment
Adding payment option
Confirmation screen
Incurred charge
Return your device.​
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+ Timer showing incurred charge through selected payment method.
+ Geolocation alerting user of nearby kiosks to return device when necessary
KPIs and Targets
Decrease in time to completion
​
-50%
Percentage of successful powerbank rental
80%
Increased user score rate
+80%
Results
Decrease in time to completion
​
-83%
Percentage of successful powerbank rental
+53%
Increased user score rate
+80%
What did we create?
An app experience that presents a new service through a simple, familiar process.
"I don't like downloading new apps, especially if I don't understand what it does."
- Lindsay
An app experience that makes you feel secure all the way through to check out.
"For a sharing app, it's all about trust and branding."
- Meleha
Achievements
We increased efficiency and ease of use by a large margin - far more than our projected targets. Users found our app experience more intuitive, quick and easy to undestand.
Growth Opportunities
+ Adding a surcharge depending on peak usage
+ Incentivize app downloads
+ Implement payment option directly on kiosks for users whose phones are completely depleted
+ Add promotions depending on vendor hosting the kiosk