Lyfted
A redesign of the Lyft app based in user research and feedback.
Team: Ransky Allonce, Reid Dumont, Ahmed Nassar, Matt Pichola, and Briteny Tu
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Overview
Over 10 weeks, as a team, we focused on enhancing the mobile user experience of the Lyft application using fundamental principles of human-centered design. We focused on pinpointing common inherent issues, while also trying to expand on new helpful features, with improving customer support and introducing information management. This prompted us to create the new features of Live Help, Ride Data, and in-app Frequently Asked Questions. With these features, we believe Lyft’s user retention statistics will improve greatly and the company will foster better brand loyalty.
The Challenge
We were presented with the task of improving the user experience of the Lyft rideshare application to better retain users over its rideshare competitors.
The rideshare market is competitive and many users do not stick to any one rideshare application. This project exists to keep users using the Lyft application over its competitors. We plan on doing this by focusing on the Lyft customer support features and creating avenues for users to obtain useful ride data information to help budgeting and monetary tracking.
The user journey is the expected experience a user would go through when using our app. It maps out the thinking process and general emotional states of the user while they go through various touchpoints.
Our Goals
Our goal is to implement several features and reorganize data presentation.
Help features must be easily accessed from the homepage.
In-app FAQ page
Create a Live Help feature.
Allows users to contact a live support agent for issues within the app
Create a Ride Data page.
Allows users to see a variety of statistics pertaining to their usage of the Lyft app
Prototypes
At this point in the process, we decided it was best to have a design team focus on the prototypes to keep a consistent and efficient workflow moving forward. The content management team would analyze and present feedback on the design. The prototypes were further iterated upon at each stage with the feedback received from conducting usability tests on the prototype’s current version.
Low Fidelity
Live Help feature was implemented
Ride Data Feature was implemented
The page compiled a user’s various statistics in one area
User tests showed users were very fond of this feature
Help page refined from original wireframe
Contact driver feature was scrapped
Was not impactful enough to improve user experience
Mid Fidelity
Introduced color and images
Expanded on ride history
Combined ride history and ride data to be under the same task flow
Relocation of FAQ to the recommended for you
Live chat was refined and updated
The Solution
Our thought process while creating our new design was to focus on prioritizing information architecture and hierarchy, navigation, and usability, while improving on brand personality. We wanted to solidify our process flows to be easily recognizable. We showcased this in our Live Help feature, where riders would need to state their problem initially, resulting in being in contact with a Lyft support agent. In our Ride Data feature, we kept the flow as it is on the Lyft app. However, we introduced another dimension within the preexisting Ride History by simply adding a button indicating the ability to view ride data.
Overall we always focused on usability: how can we make these features easily accessible? We added a button on both the homepage for Live Help, and the Ride History page. These quick and easily accessible buttons introduced another seamless experience.
For brand personality, we took this up a notch. Lyft’s pre existing brand is lively with its strong pink color and pleasant icons. Keeping this in mind, we decided to retain the brand personality but introduce more cheerful colors, adding to its lively environment. We remembered to focus on color significance and ensured these new additions weren’t a surprise from our usability test sessions.
High-Fidelity Prototype