CHALLENGE

 The task was to build a multi-platform user experience that allows associates to checkout, inspect, and return agency bikes. In addition, we had to create a mobile interface for administrators to manage the bikes.

PROCESS

A team of of RPAers came together to discuss a way for employees to take advantage of the agency's surrounding, Santa Monica. We met with executives and different teams around the agency to gather input and data on how to address the issue. After weeks of discussions, the team proposed a bike rental service for employees to check out so they can explore the city during their break/free time/lunch. Some factors we had to consider for the Give Back Bike (GBB) experience:

•  Be environmentally conscious,
•  Implement innovative technology
 •  Help the community. 

We addressed the environmentally-conscious factor by working with local bike shops to sponsor the bikes to the company. For the tech aspect of the program, we wanted to add some sort of GPS system where we can track the bikes and see where employees are traveling to. The data would come in handy by: 

1) Gamifying the program – users would be able to see real live updates on who has ridden the most miles for the week.

2) Hot Spots – by gathering data on where people are traveling to, we are able to serve users popular destinations from previous riders.

3) By adding the 1 mile = $1 to the program, we are able to set goals that would help us donate a bike to a child in need.

With this, we reached out to cyclists around the agency to get their thoughts on the GBB program, and see if they had any input on the process of checking out bikes. We came out of these conversations with the understanding that employees supported the cause and that the process to check out the bike should be easy without any roadblocks that can cause confusion and/or drop-offs. 

website

Upon entering the (public facing) site users are served a quirky video of employees interacting with the GBB bike. The video also narrates the purpose of the program, emphasizing on the donation aspect.

Below the video, we added an informational module that lets users visually see the impact of the program and it's employees. A bike scrolls across the page with a banner showing how many bikes the agency has given to a child in need, as well as the miles accrued.

We also wanted to show the simplicity of the program by breaking up the process into three steps:

YOU PEDAL  |  WE GIVE  |  THEY RIDE

Using iconography to illustrate the process.

Once employees sign in, their experience is changed to the checkout process, they are offered two options:

1) Make a Reservation
2) Manage Reservation.

By signing in, we pull in their employee data to fill out parts of the form to make the checkout process easier and faster.

Making a reservation is simply a 3 step process:

1. Users are prompted to select their preference

   • In this option the user can let us know if he/she is reserving the bike individually or (with) a guest

   • They are also then prompted to let us know what day, time and duration.

   •  By filling in these section we can pull data for both bikes to make sure that the bikes are both available during the time they want, leading them to step 2

2. Selecting a time

   • ust in case their preferred time has already been taken, users can visually see the next time slot the bikes would be available. 

   • Looking at the example above, we see that the users preferred time is 12PM; but looking at step #2, we see that that slot is taken. The user opted to change their time at 12:45PM instead.

3. "COMPLETE THIS FORM"

   • Users can select their preferred way of being notified. Their name and company email are already pre loaded since they sign in with their company username and password. They are given the option on adding their mobile number if they prefer to be notified via text message. We also gave them the option to provide the name of the guests, if they selected "Guest(s)" in step #1, in the case they will not be joining their guest.

Clicking next, they are served a "Confirmation page" to show that they have completed the process. All that's left now is for the user to pick up the bike at the time they reserved it.

SOLUTION

In an effort to ensure the check out process was easily accessible from any device, we built an experience that was direct to the point. The design was minimal, so users navigating through the website would have no issues getting lost within the process. The result of the site was highly received by the agency, allowing them give a bike to a child in need 3 months into the program. The process was also adopted by the COLORADO CENTER in Santa Monica, providing bikes for their tenants.

BRAND AMBASSADORS