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Envoy Case Study
Envoy iOS Redesign
In 2018, with the rise of electric scooter companies like Bird and Lime, Envoy, an electric car sharing startup, added e-scooters and e-bikes into their offering, making them the only company to offer all three. 

Envoy was looking to get their next round of funding and had to prove that their product could scale outside of Los Angeles. I led an ambitious project to redesign the app in order to reduce customer service requests and create a frictionless experience.
Learning from the competition
The Envoy MVP was VERY lean with less than 4 screens designed which led to the high volume of customer service requests. After booking an Envoy myself and talking with current Envoy users, I realized I needed to learn from the fuller experiences competitors offered. 
Before Redesign - Envoy had 3 screens as MVP
I tested out Maven, Waivecar, Zipcar, Bird, Lime and Lyft. The biggest problems I encountered were vehicles being damaged, dirty, and late. 
Narrowing Down Numerous Edge Cases
Collaborating with the customer service team and stakeholders, we considered over 100 edge cases associated with vehicle reservations and narrowed down the highest priority 
challenges such as late vehicle returns, uncharged vehicles, and unreported damages. 
I began by mapping out the "ultimate" experience for the user through wireflows which allowed for deeper discussions on what was feasible from an engineering, hardware, and client budget standpoint. 
Two Reservation Types
Pre-Book a Car

If a user is within the geo-fence of a community when they open the app, the vehicle results automatically appears allowing the user to pre-book a vehicle in two steps.
Scan and Go

Riders would be able to scan and go with e-scooters and e-bikes. There would also be the capability to scan cars but users would still need to include an end time in their reservation.
Community Responsibility
Start Trip

Riders would be prompted with a short questionnaire prior to their trip to report any previous damages as well as rate how the previous driver left the vehicle.
Extend Trip

Riders would receive a notification 15 minutes prior to the end of their reservation which would allow them to extend their trip and reduce the number of late returns.
End Trip Questionnaire

Riders are prompted to answer questions in order to end their trip and lock the vehicle. This would help reduce customer service inquiries regarding lost items, damage responsibility and tickets. 
Recharging vehicle

Riders are not able to end their ride until the vehicle is plugged in and charging. If a rider fails to plug in the vehicle, their location is  <100 ft. of the car, and is within 5 minutes of their end time, they will receive a notification that they are continuing to be charged until the vehicle is locked and charging.
Design System
We created a design system to create consistency for the user, efficiency for the development team, and easy maintenance for the client.
Envoy Case Study
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Envoy Case Study

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5
Published:

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