Overview

Scoot N Go is a next-generation e-scooter app designed to improve transportation across Rutgers University. Created as part of a contextual inquiry project, the app reimagines the student commuting experience through user-centered design, safety enhancements, and sustainability-focused solutions.

Challenge

Rutgers students rely on the VEO app for campus e-scooter rentals, but frequent issues, such as app crashes, unclear instructions, and limited parking, create frustration and inefficiency. Our goal is to design a smoother, safer, and more intuitive e-scooter experience tailored to student needs.

User Research

We conducted contextual interviews and on-campus observations to uncover pain points and behaviors:

Participants: 4 Rutgers students with varying levels of e-scooter experience.

Methods: phenomenological research, semi-structured interviews, and direct observation.

Key Insights:

Users struggled with GPS inaccuracies and malfunctioning scooters.

Payment and ride-ending glitches caused stress and extra fees.

Safety information and feedback channels were missing.

Insights & Themes

From our interviews and affinity mapping, we identified core themes:

• Navigation: Users wanted more accurate and reliable GPS.

• Functionality: Simplified menus and fewer app crashes.

• Accessibility: Clearer parking zones and better scooter availability.

• Safety: Weather and traffic alerts for safer commutes.

Solution

Scoot N Go integrates these needs into a single, user-friendly app:

• Smart GPS Navigation: real-time routes and hazard alerts.

• Multiple Payment Options: Apple Pay, Google Pay, Venmo, PayPal, and credit/debit cards.

• Personalized Profiles: saved routes, preferences, and payment info.

• Safety Alerts: live traffic and weather notifications.

• Sustainability Dashboard: track carbon emissions saved per ride.

Design Process

We applied Contextual Design’s “7 Cool Concepts” (Holtzblatt & Beyer) to shape Scoot N Go:

• Accomplishment: Quick start-to-ride process.

• Connection: Community features for shared rides and events.

• Identity: Eco-conscious personalization options.

• Sensation: Modern visuals, responsive animations, and subtle sound cues.

• Direct into Action: One-tap unlock and simplified payment flow.

• Hassle Factor: Clear tutorials, no-glitch interface, instant support.

• Learning Delta: Easy onboarding with gradual feature discovery.

Day-in-the-Life Model

Name: Alex (Undergraduate Student)

Age: 21

Major: Business Administration

Devices Used: Smartphone (iOS)