Custom How-to-ride Tutorial
A feature in Lime’s internal tool that allows different markets to customize their own onboarding experience.
Project Scope
A project for Lime’s internal tool
My work: Designed the whole feature for the internal tool.
Team: Core Product Team.
Problem
How can we accommodate user compliances for different markets?
Our how-to-ride tutorial currently cannot be customized per region, and the content is hardcoded.
Several cities have specific road rules, such as certain required parking areas where scooters should be dropped off, or specific road types that users can ride on (e.g. most cities prohibits riding on sidewalks while Denver requires riding on sidewalks).
Understand the Problem
What problem does the current tutorial have?
- Currently, we only have a version of the how-to-ride tutorial that is designed for the scooter market and only accommodates the most general traffic rules.
- As Lime is expanding to new markets, there is more fleet combination(scooter focused, mixed fleet, bikes only etc) and more traffic rules to comply.
- The tutorial part is a big talking point when Lime is dealing with local officials. Our product team has received a lot of requests to have a dedicated tutorial based on the region.
*The new onboarding experience has been designed to have a standard pattern, which is scalable for all kinds of requirements.
How-to-ride Tutorial
What content needs to be included in the market?
Based on the market requirements and fleet types. We figured that there are:
- scooter-only,
- bike-only,
- scooter and bike,
- ride-on-sidewalk versions
for now and potentially some other content in the future.
Target Users
Who is going to use the customized tutorial?
Local Ops
Lime has local teams based in different markets who are in charge of local settings. Thus it would be reasonable to have this feature in the internal tool.
Central Ops
Operation team at HQ. All the available content should be configured by the central ops team. Thus there should be a separate feature in the internal tool for central ops to configure content.
Design Goal
What do we want to achieve?
Central ops: configure and control all content.
Local ops: can set up their own content and local rules based on their market requirements.
Proposed Solution
What will the feature be able to do?
There will be two features in the Internal tool:
For central ops:
Configure content(Including text and animation)
Comments from Engineer
- Attach more properties to one animation group will help get more flexibility.
- Reuse some UI from other features in the admin tool.
Comments from central ops:
- Easy to use, probably need more instructional text.
Refined Design for configuring animation groups
Local ops:
Support multiple versions of tutorial contents and allow setting of a tutorial version to show per region/sub-region.
Local Rules page: each region/subregion can have one custom “Local Rules” page that will be displayed as the last screen in the tutorial.
Comments from Engineer
- Attach more properties to one animation group will help get more flexibility.
- Make region information more obvious.
Comments from local ops:
- Needs some explanation for how the result will be regarding the setting up the customized rule.
Refined Design for customizing how-to-ride tutorial
In Mobile App:
The combined content of the tutorial + local rules should be displayed 1) during the trip start flow on the first ride and 2) can be accessed via the banner as the “How to ride” in-app deep link.
