CASE STUDY : Liebr

Bringing together two-wheel users and independent professional mechanics

exportjoli-compressor
ABOUT
Liebr is a platform for bringing together two-wheel users and independent professional mechanics to meet each other’s current needs and requirements.
The goal of liebr is for users of two-wheelers to facilitate access to trusted mechanics and garages while improving the care of your two-wheeler.
But liebr also improve the daily life of mechanics in TPE by facilitating administrative procedures.
As a Liebr user you can be sure to find a mechanic that suits you, quickly and easily.
PROCESS
Research | Market research, User interview
Information Architecture | Site map, User flow
Interaction Design | Low-fidelity wireframes
User Interface Design | Branding, High-Fidelity Wireframes, & Prototyping
Iteration & Implementation | User Testing & Iterations
RESEARCH GOALS
GOAL 1: Discover what Liebr’s (indirect) competitors strengths and weaknesses are.
GOAL 2: Understanding pain points in the garage experience for two-wheeler users and fot garagists
GOAL 3: Find out what would enable a positive experience by understanding their requirements.
COMPETITIVE ANALYSIS
Liebr competitors are indirect. Indeed they are for the moment the only ones to promote a service of connection specifically for the two wheels. We are therefore interested in platforms dedicated to the automotive industry although the users have a different relation with their auto/moto. And finally we were interested in the experience in a garage directly.
The competitive analysis helped us gain a better understanding of what features and components would potentially be important for the different users to implement into the Liebr plateform.

Strengths of the competition
  • Simple & Easy Navigation
  • Clear Calls to Action
  • Photography of the Garage
  • User Reviews & Ratings
  • Filtering Abilities
  • Search Results with Map & List View
  • Ability to Request an Appointment on the app
  • Ability to contact the mechanics
  • Details About Service Offerings and prices
MARKET RESEARCH
The number of workshop entries is estimated at more than 3.3 million per year. Source: GIPA, 2018
Users of two-wheelers are more and more numerous and increasingly different, especially in urban areas where the percentage of scooters has increased enormously in recent years.
The experience in garages is perceived very negatively by a large proportion of users of both cars and two-wheelers.
photo_scooter
USER INTERVIEWS
We conducted user interviews in the streets of Paris to better understand the users of two-wheelers, their habits, their fears etc..
60% of users are not familiar with mechanics
52% of users are distrustful of their garage owners.
USER PERSONAE
From our research we have created 3 personae representing the 3 main types of users. The first one is the expert, his bike is his baby. The second is the pragmatic, the motorcycle in town is practical for the rest he does not know. The last persona is the one who lacks recognition, it’s not because she’s a woman that she can’t understand mechanics.
LIEBR-compressor
EMPATHY MAP
We then developed empathy maps for each persona, their fears, their needs and their expectations.
USER JOURNEY
In order to understand where the pain points are, we have created user Journey maps with the different emotions felt during the whole experience

Custom Preset

Opportunities that could improve a user’s journey
  • Have a good vision of the availability of mechanics
  • Transparency of follow-up throughout the repair process to limit unpleasant surprises
  • Pedagogy and coaching for the less knowledgeable

How can we restore the confidence of two-wheelers by personifying their user experience?

SITE MAP
Developing a site map helped to determine the crucial pages and hierarchy that were needed for the app and how they would be structured within the app. 

Custom Preset Copy 3

LOW FIDELITY WIREFRAME
User Journey and Site Map helped to identify what features and pages were important to the user while developing the mid fidelity wireframes. We have chosen specific user flows for the screens to understand the most important features in order to test them.

midfidelity_wireframe

BRANDING
Keeping the stake holders and the target audience in mind, we created a logo, branding and a whole graphical identity.
We came up with a user friendly identity that comes out of the cliché of American bikers because most two-wheelers don’t identify with this character. Moreover, we imagined a graphic identity around mobility, service and innovation. For the colours we chose urban colours that are very much used in motorcycling to allow regular users to find themselves in our identity as well.
Our main point was to give back confidence to the users, so apart from the branding of the brand only, we worked on the branding of a community the « Liebr’heroes », these trusted and quality mechanics.
HIGH FIDELITY PROTOTYPE
After defining the colors and typography we were able to realize the high fidelity wireframes and the prototype of the application for the users of the two-wheelers but also of the website for the business part.