Improving usability by 87% for the new app
For CREDDO (Horizons Partagés)
The Problem / Opportunity
CREDDO, has partnered with...
CREDDO: is a NGO that fights against climate change, and preserves wildlife and parks in the Quebec region, Canada
Communauto: is a car-sharing service that allows users to rent vehicles on a short-term basis, promoting eco-friendly transportation options in urban areas
... Communauto...
V
...to boost sustainable mobility in Quebec's rural municipalities crating the project Horizons Partagés. They want to implement their own app and start with 16 electric cars.
I was hired by CREDDO to:
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2
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Create an exclusive application for the Horizons Partagés project based on Communauto's app.
Adapt the already existing visual communication of Horizons Partagés to the new application.
Develop a UI focused on the target audience of Horizons Partagés.
Solve usability issues found in the Communauto app and implement improvements in the H.P. app.
The Outcome
An exclusive app was developed for Horizons Partagés, based on Communauto, but with improved usability.
1. Removing the menu from the tab bar improved usability aspects like simplicity, mental effort, and navigation clarity, although users could easily find it also in the old version.
2. Replacing "Search" with "Book" in the tab bar improved usability by 87% compared to the Communauto original version.
PHASE 1
DEVELOP
GOALS
1. Create an exclusive application for the Horizons Partagés project.
2. Adapt the visual communication of H.P. to the new application.
3. Develop a UI focused on the target audience.
HOW?
1. Understand how the Communauto application works.
OUTCOME
Prototype
2. Analyze the visual communication developed by the Horizons Partagés team (CREDDO).
3. Understand and translate the profile of the Horizons Partagés target audience.
PHASE 2
TEST
GOALS
4. Solve usability issues in the Communauto application and implement improvements in the Horizons Partagés app.
HOW?
UX Research:
- First click test (quantitative)
- Questions (qualitative)
OUTCOME
Prototype improved
1|Create an exclusive application to H.P.
(1/2)
Understand how the Communauto application works:
A
A
B
ROUND-TRIP
Take the car from station A and bring it back to the station A
FLEX
Take the car parked at the street (inside the flex zone) and leave wherever you want (flex zone).
Book a car
Based on desired starting and end day/time.
Block a car
For the next 30min, while the user find it on the street.
Unlock car door
Using the app
Grab the keys
from inside the glove compartment
Start trip
User keeps the keys until the end of the trip (in case of stops on the way).
Return the car
Back to the station where the car were taken form
Park the car
Anywhere on the street inside the flex zone shown in the app
End trip
Put the keys in the glove compartment and end the trip in the app. Door is locked.
Analyze the visual communication developed by Horizon Partagés' design team (CREDDO):
Understand the profile of Horizons Partagés target audience:
● Adults (30 - 40 years old)
● Men and women
● Middle class
● Interested in environmental matters
BEHAVIOR
Marie/Ben, a 35-year-old chef in Quebec, is passionate about environmental sustainability. Lives close to work and enjoys walking or taking public transit. On weekends, volunteers at a community garden and cycle with friends.
GOALS
- Drive to pick up/take something heavy to the other side of the city.
- Reduce their environmental impact and promote sustainable living.
NEEDS
- Affordable prices.
- Freedom regarding the time of use of the car.
- Ecologic options.
1.2|Prototype
(1/2)
Low fidelity wireframes (ideation)
User flow (based on Communauto app + improvements)
First Prototype
2.1|Test
(2/2)
Potential usability issues have been identified in the Communauto app and must be tested before being implemented in the Horizons Partagés app.
Problem
A
Title of tab bar button
The title of one of the buttons of the tab bar ("search") appeared to be not descriptive enough and users might have difficulty understanding its action.
B
Menu location
Of the 5 buttons on the tab bar, one of them was the menu. This button may be competing for attention with the others and, since it is rarely used, it could be located in another part of the screen.
A
B
Goals with the research
A
Understand which is the most intuitive title option (search or book).
B
Analyze whether users can easily find the new location of the burger menu.
How?
UX Research: First click test
2.2|Deep dive in the test
(2/2)
The test
- First click test (quantitative)
- Follow up questions (qualitative)
Sample
Option 1 (Creddo version): 15 participants
Option 2 (New version): 15 participants
Option 1
Problem B
Problem A
Option 2
Solution B
Solution A
Hypothesis
1: The word "Search" in the tab bar is not explanatory of its action. The word "Book" could be clearer to users, avoiding usability difficulties and improving the user experience.
2: Removing the burger menu from the tab bar will improve usability, as it will add less information to the tab bar.
Goals
1: Decide whether to use the word "Search" or "Book" in the tab bar.
2: Decide whether the menu button will remain in the tab bar or move to the top left of the screen.
3: Check the usability of the main flow of the application, that is, whether the participant can complete the task without difficulty.
Desired flow
Tasks
Task 1: Imagine you have a question about your membership payment and you want to speak to a customer service representative. Where would you click to do this?
Task 2: The mother of two of your son's friends brought them over to your house this morning to play. It was agreed that you would drive them back to their house, but you don't have a car. Although you enjoy walking, the children are too young to walk for 40 minutes. It's the end of the day and it's time to take the children home.
Your idea is to rent a car to take the kids and walk back, enjoying the evening.
1. You want to check if there are any cars available for rent parked near your house.
2. Reserve it so that it is still there when you get there with the kids.
3. Start the trip (then imagine that you are driving to the location).
4. Finish the trip.
Metrics
First Click:
Click map
Time on task:
~ 2:00
Difficulty level and user confidence level:
Researcher notes
Qualitative questions (if needed):
Why did you click there?
Why did you hesitate before clicking?
Why did you change your mind about where to click?
How confident were you in clicking the "search"/"book"/"burger menu" button?
Old version
(Communauto)
New Version
Hypothesis (task 1)
Removing the burger menu from the tab bar will improve usability, as it will add less information to the tab bar.
Results
Old version: 100% correct
New version: 100% correct
● While task success (finding the menu) is the same on both versions, the change likely improved other usability aspects like simplicity, mental effort, and navigation clarity.
● The navigation is now cleaner and potentially less confusing for users.
● By removing the menu from the tab bar, we're streamlining the interface and reducing the cognitive load. Users don’t need to differentiate between key features and secondary actions, which can enhance overall usability.
Old version
(Communauto)
New Version
Hypothesis (task 2)
The word "Search" in the tab bar is not explanatory of its action. The word "Book" could be clearer to users, avoiding usability difficulties and improving the user experience.
Results
Old version: 46% correct
New version: 86% correct
● The new version created for Horizons Partagéz is 87% better compared to the Communauto's original app performance.
Absolute improvement (direct difference): 40%.
"How much better is 86% compared to the baseline of 46%?"
Percentage improvement: 87%.
RESULTS
Removing the menu from the tab bar improved usability aspects like simplicity, mental effort, and navigation clarity, although users could easily find it also in the old version.
Replacing "Search" with "Book" in the tab bar made this version 87% better compared to the Communauto original version.
Final prototype
