About the project
Reach Now app was a result of a joint venture of Daimler & BMW. Its goal was to change the way people commute, offering the combination of standard means of public transit with sharing solutions.
It was a multi-modal white-label app designed primarily for German cities. Users could buy public transport tickets, or book a bike, e-scooter, moped or a car with just one account. The following brands have been deep-integrated: TIER, voi, ShareNow (former Drive Now & Car2Go), FreeNow, Nextbike (and some others depending on a city).
Unfortunately, the app has been sundowned in March 2022, and it is not available any longer in Google Play or App Store.
My role
During my stay at ReachNow, I have been working across multiple product teams on various core features of the app.
My main areas of expertise were:
- User account
- Payments & invoices
- Vouchers & discounts
- Mobility budget
- Usage statistics
- Ride-hailing
I have been involved in the entire design process, from the first ideas & brainstorming sessions to the final features shipment.
Our product teams consisted of a product owner, product designer, 2-4 mobile developers, 2-4 backend developers, & QA engineer.
Below I'll demonstrate briefly some of the core features I designed and was responsible for.
My core projects
Payments & invoices
This app section involved setting up payment methods, payment experience, as well as pre-viewing a list of invoices & possible refunds.
During the design process, we did multiple usability testing sessions to create the best possible experience for the user.
From the usability testing around payment methods we learned that:
- Users wish to have a choice between different payment methods (e.g. credit cards, PayPal, Klarna, SEPA, etc.)
- Ease & speed of adding a payment method is the most crucial
- To create the best payment experience, there should be always a price transparency & direct user feedback
- It is important for the users to have different payment profiles, when using the app for business trips
From the usability testing around invoices & refunds we learned that:
- Users wish to see an invoice number in the invoices overview. Users tend to see this number in their bank statement, and would like to have a possibility to find it quickly.
- Users would like to have a possibility to search or filter the invoices
- Users seem to be confused by negative amounts for refunds in the invoices list view - This should be re-thought
- Users indicate that there is too much scrolling if they want to find a particular invoice from past months
- Users miss the visual linkage of the refund and paid ticket. Some users expect to see refunded tickets / trips in the vouchers screen - this should be addressed in the next iteration
Wireframes & fine designs
Based on the learnings listed above, I created the following wireframes & designs.
Mobility budget
Mobility budget was a special allowance, which would allow employees to use various services in our white-label apps.
In order to receive a mobility budget by an employee, his/her employer needed to take part in this corporate benefits program.
Then, the employee needed to link his/her company via the app, and after their budget was added by an employer, they could see the current budget spendings, as well as additional vouchers or discounts.
Initial user flow
After gathering requirements, I started my design process with creating an initial user flow.
Wireframes
Next, I sketched some wireframes. Below you can see an initial wireframes of a screen displaying both mobility budget (called also mobility benefits), as well as vouchers.
User journey
After creating first wireframes, user flow, and conducting user research, I then prepared the user journey map.
The user journey map presented below displays all the steps a user needs to take starting from the discovery stage until the point of time he/she can use all the available features in the mobility budget context. During the five stages included below, customers’ pain points, behaviors, and feelings are explained, and further opportunities for improvement are defined.
Fine designs
Quotes from the users (in German)
After launching this feature in the app, we received lots of positive feedback from the users.
"Stabilitaet und Verfuegbarkeit waren immer da, einfaches handling der APP und das kaufen von Mobilitaet war Kinderleicht. Ohne Mobility Budget werde ich es sicherlich weniger nutzen."
"Ein wirklich tolles und attraktives Angebot und eines der besten Benefits bisher."
"Das Mobility Budget war ein super Benefit fuer alle Mitarbeiter, die nicht mit dem Auto zur Arbeit pendeln!!!"
"Von dem Mobility Budget bin ich wirklich sehr begeistert, habe es sehr gerne und oft genutzt. Finde es schade, dass das Projekt nicht verlaengert wurde. Kundenservice hat immer geklappt. Technische Probleme gab es selten. Es waere super, wenn man auch in andere Staedte reisen koennte."
Usage statistics
After implementation of Mobility Budget, together with my team-mates, I created a concept for usage statistics which should illustrate user booking behavior. The idea was for users to be able to find out how much money they spend on different services, what’s their total commuting time, or distance.
Additionally, in the second iteration, users should have an option to check how many trips have been covered with a mobility budget or a voucher, and how many were paid privately.
Fine designs
