Improve user satisfaction
Through a viable global maintenance service
#Ebikes
#Business-design
2022
THE Challenge
Envision a viable maintenance service solution that can be implemented by VanMoof, e-bike producer, to serve all customers despite their physical location.
VanMoof has the ambition to get the next billion of users on e-bikes. They sell globally, however their maintenance service leaves unserved 25% of their total market
The new e-bikes lines are often delivered defected to the customer or they break just shortly after. The brand's tailor-made designs make maintenance undemocratic.
Customer reviews dropped from excellent to average in the last 2 years. E-bikes manufacturing quality and after-sales service are the 2 main reasons behind the drop.
THE SOLUTION
An Uber-like e-bike doctors maintenance service was designed to serve VanMoof's customers in the "isolated" 25% of their market.
It was assessed as the most viable solution considering the problem urgency, the brand's internal capabilities and total value of the different business models for both customers and the company.
An experiment was proposed to validate the most critical factor of the model: customers' and doctors' desirability.
approach & methodology
The project followed a business design approach, focusing on the business context and viability of the solution to build on the user-centered insights already available. It was setup as an iterative process made of exploration, synthesis and experimentation phases.
Project led as the graduating assignment from the d.mba business design course 2022 edition.
01
Business context analysis: goals & metrics definition
Understanding the current situation at VanMoof, the factors that led to it and establishing the main goal as increasing user satisfaction increasing the review score of 1 point on 5.
15+
information sources consulted
02
Business models exploration & benchmark analysis
Exploring existing service solutions and business models in different industries and markets. Assessing each of them based on 5 dimensions that consider business value, internal capacities and user value.
6+
different solution options
03
Riskiest assumption experiments design
Defining the most attractive business model solution and its riskiest assumptions. Designing two experiment plans to test the riskiest assumption: users' and partners' desirability.
2
tests
designed
04
Solution's viability assessment by prototyping
Assessing the solution's viability by prototyping it with available data and reasonable estimations. Further adjusting its design in order to make it sustainable in the long run.
10+
data points considered
