Throughout my time at Coup, I worked in the team dedicated to the ride phase. Our primary goal was to ensure a smooth user experience for customers engaging with the scooters. A top priority was to guarantee the optimal performance of all available rental scooters. In the event of any issues, our focus was on enabling customers to rectify these issues with ease.
18 helmets are stolen each day on average. If it is stolen the scooter is out of commission until it’s replaced. Minimizing the time taken to replace stolen helmets at Coup could lead to a decreased potential loss of earnings, as the scooters would remain out of commission for a shorter duration.
Currently, the operations team discovers the missing helmets only when reported by the Customer Service team, indicating a potential delay in addressing and resolving the issue. Streamlining the process of helmet replacement promptly upon detection may contribute to optimizing scooter availability and reducing downtime.
Approximately 12% of rides are canceled before a customer initiates the engine start, and several hypotheses exist regarding the potential causes. These may include factors such as damage, low battery, a missing helmet, or the selection of the wrong scooter.
By systematically collecting data on the factors contributing to the cancellation rate, we hypothesize that we can implement measures to reduce the number of cancellations in the near future.
When a scooter is damaged, pinpointing the cause and assigning responsibility can be challenging, particularly if the scooter has had multiple riders.
The difficulty in tracking the potential chain of rides and identifying the cause of damage arises from the fact that not all customers report incidents. To simplify the identification process, we aim to reduce the number of riders who do not make reports.
When a customer cancels a ride without starting the engine, a dismissible popup is displayed. This serves the dual purpose of collecting data on issues faced during the ride process and promptly bringing any problems to the attention of the operations team.
This research project was initiated to assist the company in gaining insights and validating assumptions regarding a pilot scheme. The concept of community-based battery swapping had been under consideration for some time; however, many hypotheses surrounding it couldn't be effectively verified without setting up the necessary infrastructure.
Through collaboration with the internal operations team and implementing a few changes within the application, we successfully collected firsthand research data on the viability of the scheme from actively engaged customers.
The operational tooling suite can be divided into two main sections. The first is the support system, a web application that empowers dispatchers to manage field assets, including both workers and scooters. This tool facilitates the creation and monitoring of assignments, as well as providing insights into the status and history of each scooter.
The second component is the Field App, a mobile application utilised by workers in the field for maintenance tasks and reporting the status of assignments.
In my role, I was responsible for the design and continuous development of this tooling suite. Its implementation resulted in enhanced operational efficiency for the fleet across various markets, contributing to a reduction in company costs.