When making a product, you must always use your own products and think from the user's point of view, right?
It seems simple, but it is not easy to do well.
As a member of the commuters who ride bicycles, I think I am a typical customer of Didi Qingju. There is a problem with Didi Qingju's "car damage" process.
First look, Didi Qingju, the car damage process:
(1) User: scan code to unlock (online operation);
(2) User: try to ride and find the car damage (offline);
(3) User: Off Lock, ready to change one (offline);
Here comes the awkwardness:
(4) System reminder: fee deduction;
voice-over: uncomfortable, the car will be deducted before riding.
I tried a little trick, but I didn't pay, and I couldn't sweep the next one:
(5) User: forced to pay (online operation);
voice-over: unhappy. It's nothing more, it is indeed unlocked and closed. It costs a dollar and five and is not expensive. It is a boring loss.
Do a good thing and report for repairs to the platform:
(6) User: report vehicle repairs (online operation);
voice-over: I hope my next friend will stop being so angry.
The button is gray, and it seems that you cannot submit it. I see the prompt "Please enter the question you want to feedback":
(7) User: Forced to enter a paragraph of text (online operation);
Voiceover: Uh, to prevent users from reporting repairs and reduce labor Is it so designed?
I still can’t submit. I see the prompt "Please take a picture of the damaged location so that we can review it faster":
(8) User: Forced to take a photo (online operation);
Voice-over: C, this is a requirement for platform review, not a user The demand, why pass the trouble to the user.
(9) User: Confirm the submission;
Voice-over: After submission, it seems that I can't find the place to query the repair progress. Is this product feature not available, or I haven't found it?
Next, take a look at the "car damage" process of Meituan Mobike:
(1) User: Scan code to unlock (online operation);
(2) User: try to ride and find car damage (offline);
(3) User: Close the lock and prepare to change one (offline);
Here comes the amazing place:
(4) System reminder: Is it a car damage? This trip is free of charge;
There is no charge, and there is no need to apply for repairs to the platform.
Isn’t it cool?
Voice-over: It is easy to judge the "unlocking and closing time difference" and "vehicle moving distance" on the system.
If you are a user, will you ride Didi Qingju in the future or Meituan Mobike?
The bike rides a lot, and all kinds of low-probability events are encountered.
Very small product details can often reflect whether it is intentional.
It is recommended that Didi’s product classmates ride more bikes and experience their products more; think more from the perspective of the user, not just from the perspective of the platform.
Voiceover: Spit out the trough, but still have expectations.
A user, a little bit of heartfelt voice, lightly spit.