Human factor engineer
Usability Study
Mobile app
Micro-mobility electric vehicle & app usability study
A project sponsored by Lime
Overview
My Role
UX Researcher
Human Factor Engineer
Deliverables
Competitor Analysis
Usability Test Report
Evaluative Analyssis
Team
Alex Boltz - UX Researcher
Diana Fakhoury - UX Researcher
Paty Gomez - UX Researcher
Zelia Lai - UX Researcher
Val Najera - Senior UX Researcher, Lime
Time
Jan 2022 - Mar 2022
The what
The "Micro-Mobility Electric Vehicle Usability Study" is an evaluative research project focused on assessing the user experience of Lime’s app and micro-mobility electric vehicle (e-bike), compared to its competitor, the Veo, its app & its new seated scooter, Cosmo-E. The study examines both hardware (e-vehicle design, ergonomics, and ride experience) and software (app usability, onboarding, and payment processes) to identify key usability issues, user preferences, and opportunities for product improvement.
The why
With micro-mobility solutions becoming increasingly integral to urban transportation, enhancing the usability of these services is critical to user adoption, safety, and satisfaction. Lime aims to stay competitive and user-centered by identifying design gaps in both their app and e-bike experience.
The study seeks to understand how real users engage with these vehicles, uncovering pain points that impact rider confidence, safety, and overall convenience. Insights from this research are essential for guiding the future development of Lime’s next-generation vehicles.
The how
The team conducted a comparative usability study involving eight participants with diverse riding experiences, statue, and demographics. The methodology included:
Introductory Interviews to capture initial expectations.
Curb Appeal Assessment to evaluate first impressions of the vehicles.
Task-Based Usability Tests where participants performed real-world tasks like unlocking the bike via the app, preparing the vehicle for riding, and completing short and long rides in controlled and natural environments.
Post-Study Questionnaires and Interviews to gather feedback on usability pain points and areas for improvement.
The study identified key usability issues related to vehicle ergonomics, app navigation, and hardware design. Based on these findings, the team provided actionable recommendations, such as redesigning the seat for better comfort, improving instructional clarity in-app and on the vehicle, and optimizing app features like QR code scanning and payment processes.
The Outcome
The team presented the research findings and usability report, to Lime’s User Research and Vehicle R&D teams by the conclusion of the project. In addition, the team identified key usability issues that causes negative customer / user experience throughout the tests and provided actionable recommendations to Lime’s stakeholders.
As a result of our study, Lime implemented modifications (adding an hand controlled throttle to its pedal-assisted e-bike) to its Gen-3 e-bike fleet that aligned with our research insights. In Summer 2024, Lime expanded its micro-mobility EV fleet by introducing a new Gen-4 series vehicle—the seated e-scooter—precisely the type we focused on during our study. This addition reflects the direct impact of our research on Lime’s product development roadmap.
Lime added hand-controlled accelerator for its electric assisted bike
Lime Gen-4 seated e-scooter launched in Summer 2024 U.S. nationwide
made in Seattle with ❤️