1. Mobile App Case Study
Product development and UX design
by
Julia Kuznetsov
julia.kuznetsov@gmail.com
July 2013

2. Roadmap:
1. Introduction
2. Solution and Design
3. User Testing
4. Product Demo

3. Intro
There are over 35,000
image-conscious motorcyclists and
scooterists who use their two-wheeled
vehicles as their primary form of transport
within Paris.
The high cost of gas, scarcity of street
parking and frequent traffic jams
encourage the growth of scooter and
motorcycle adoption.
The Bike Washer founding team recruited
DOERS, a Paris-based digital agency,
to develop The Bike Washer
mobile applications in November 2011.

4. Service Proposition
1. Pinpoint your parking location with GPS
2. Tell us how long you’ll be parked
3. A mobile technician will
thoroughly clean and detail your bike
and take pictures before and after.
Presto!
No inconvenient location to drive to,
No waiting rooms with bad coffee and neon lights,
No trouble.
Just a great-looking bike you’ll be proud to be seen on.

5. Project Requirements:
Back-Office:
User-facing:
A web-based admin portal empowers a
business rep to perform the following
actions:
• assign cleanings to technicians
• perform quality control of
before-and-after cleaning results and
• deploy data to technicians in the field
Technicians use the product on their
smartphones to:
• view upcoming appointments
• access navigation services and
• capture photos and notes in the field
2 unique
consumer mobile
applications
(Android and iPhone)

6. Preliminary User Research
I developed a browser-based survey which
asked scooter and motorcylists about
their vehicle, transport habits, and lifestyle.
I then invited 10 survey participants to a hour-long in-person
interview.
Based on the analysis of the survey data and interviews,
I created personas to refine our understanding of the target
demographic and guide our product strategy.

7. Demo and Personas
Target Demographic:
•
28-50 year old, fashion-conscious men living in Paris
•
Use their scooter or bike as their primary form of transport
•
Over 70% of respondents believe that the quality, style, and overall
appearance of their scooter is important
Luc
François
• 42-year-old Finance executive
• Commutes to and from work on the
metro
• Likes to take long rides with fellow
enthusiasts on weekends
• Owns a 2013 Bimota SB6, worth ~ € 24K
• Owns an Android Nexus S phone that is
~2.5 years old
• 30-year-old Designer at an ad agency
• Uses his bike to commute to and from
work and around the city on weekends
• Enjoys concerts and clubs
• Owns a mid-range Honda Silverwing
worth ~ € 3K
• Inseparable from his iPhone 5

8. Friction Points:
The survey asked users how they feel about bike
cleaning and how they clean their bikes today.
We learned that:
68% of respondents drive and and pay for an automatic
or hand-detailing at a washing station
Obstacle: Time-consuming and expensive
27% of respondents hand-wash the vehicle at home
Obstacle: Time-consuming, labor-consuming, high
materials costs
5% of respondents don’t wash their bike
Obstacle: Dike remains dirty and unattractive

9. Procedure flows
I identified four primary procedure flows, and created the UI to
encourage four top-level objectives:
1.
User registration
2.
Wash request
3.
Review wash photos and leave feedback
4.
Cancel appointment
Each flow outlines:
•
consumer app behavior (including push notifications)
•
automated email confirmations and
•
back-office database behavior
and was included in the technical specification that guided our
development team.

10. Wireframes
I created low-fidelity
wireframes in
Mockingbird to
ensure stakeholder
buy-in internally, and
which I later used as
an initial prototype
during user testing.

11. User Testing
I reached out to a 4 male motorists and invited them to
come in for a usability test using a paper prototype.
I asked them to perform the four in-app goals we had
designed for, including
1. Register and request a wash
2. Leave feedback after a wash is complete
3. Cancel a wash
I observed as the participants navigated the app and took
notes as to which elements of the original design were
troublesome, and later revised the designs accordingly.

12. The BikeWasher
Version 1.0
Mobile App UX

13. Tutorial
In order to
minimize user
drop off, we
set the user’s
expectations
as to the ease
of use by
illustrating the
four steps in
the app.
The following
4 screens
appear the
first time,
and all
consequent
times the
app opens,
until the user
registers.
1
2

14. Tutorial Pages
3
The following
screens
appear the
first time,
and all
consequent
times the
app opens,
until the user
registers.
4

15. User Registration

16. Step 1: Your Location
Saved locations
GPS-gating
limits washing service
area
Four parking spot
types: sidewalk, bike
parking, car parking or
private yard
Assign this location a
name – e.g. office
Leave misc. note
(optional)
e.g. Intercom code to
access private yard

17. Step 2: Your Vehicle
Model and Make
dropdown menus
display base cleaning
fee
License plate number
manual entry
Date selector
Parking time selector

18. Step 3: Review/Confirm Wash
Optional services
selection for premium
services
Payment processor
integration with option
to save card for future
one-click ordering

19. Wash Request Detail: Due
Recap of submitted
wash request
with option to cancel

20. Wash Detail Page: Done
Completed wash
re-cap with feedback:
1-5 star evaluation and
UGC text field

21. Wash Detail Page: Cancelled
Recap of cancelled
wash request
Detailing time between
wash request and
cancellation and
associated fees
New wash request

22. About Us

23. Thank you!
Contact:
Julia Kuznetsov
julia.kuznetsov@gmail.com
(415) 290-4810 mobile
juliakuznetsov.com