DURATION
Jul 2020 to Mar 2022 --> UI/UX Designer
Apr 2022 to Oct 2024 --> Product Manager
TOOLS
Notion / Miro / Figma / Sketch / Zeplin / Amplitude / Firebase
TEAM MEMBERS
Product Manager (me) + UI/UX Designer (me) + iOS Engineer + Android Engineer + SDK Engineer + Backend Engineer
Hyena Rider Assistant (HRA) is an e-bike mobile app for end-users, offering effortless management of e-bikes and smart parts anytime, anywhere. With it, users no longer need to worry about their e-bikes. It provides seamless monitoring and control capabilities, ensuring optimal performance and enhancing the riding experience.
In the HRA, I played a pivotal role in both the product management and design phases.
1. As an UI/UX Designer
In the first two years of the HRA, from 2020 to 2022, I worked as the UI/UX designer, focusing on the user interface and experience. I worked closely with engineers to ensure the interface aligned with both hardware and software needs, creating a seamless experience for our e-bike users.
2. As a Product Manager
After 2022, I became to a Product Manager, led cross-functional collaboration between software, firmware, marketing and service support team. I was responsible for identifying key pain points through data analysis, streamlining the vehicle pairing process, and enhancing the user experience.
1. Cross-Department Collaboration:
Cause the HRA involved multiple departments, including hardware, firmware, software, marketing, and after-sales service. I facilitated communication and balanced priorities to ensure project alignment.
2. Integrating design of hardware and software products:
Design needed to consider user interactions with hardware to ensure the software effectively enhances the user experience.
3. Data driven decision making:
I effectively collected and presented data to highlight critical issues, persuading management to prioritize resource allocation for resolution.
1. Optimized the pairing (e-bike to HRA) success rate
iOS system improved from 75% to 95%, pairing time reduced from 1m 33s to 1m.
Android system improved from 21% to 90%, pairing time reduced from 2m 35s to 2m.
Background:
Through data analysis and user testing, I identified that the instructions for the e-bike pairing process were unclear for users, leading to difficulties during their first use.
Process:
During this process, I conducted user interviews and surveys to pinpoint critical steps where users were dropping off.
I broke down the permission dialogs requirement and current HRA pairing process and documented the engineering implementation methods and required time for each step.
Also, since HRA needs to support multiple bike models, each with different HMI startup procedures and indicator light patterns, I also clearly delineated all HMI operational behaviors and light indicator content.
Based on this analysis and insights from competitive product research, I compiled detailed specifications and led the app team and designers in optimizing the pairing process.
This became a critical factor in reducing product retention rates. This presented an opportunity to redesign the user experience, aiming to create a clear pairing process that minimizes user attrition and enhances overall retention.
2. Improved E-Bike firmware update success rate
iOS system improved from 91% to 99.5%;
Android system improved from 65.3% to 99.2%.
Background:
To fix firmware issues in e-bike components, HRA is the tool available for updating e-bikes that have already sold to end-users. However, due to hardware and user phone specifications, these cause a high update failure when updating components through the HRA. These failures could render the e-bike inoperable or cause the e-bike lost the power assistance, posing a serious issue for both Hyena and partner brands.
Process:
To tackle this, I analyzed HRA data and convened a meeting with all stakeholders to emphasize the severity of the situation. I compiled detailed specifications based on the confirmed implementation methods and led the app team and designers in optimizing the update process.
This optimization not only increased the success rate of firmware updates but also significantly reduced the issues users faced during the update process. As a result, user satisfaction improved, customer service pressure was alleviated, and the brand’s reputation was enhanced.
3. Improved App Crash-Free users rate
iOS system improved from 92.63% to 99.8%;
Android system improved from 78.16% to 98.08%.
Details:
By focusing on user experience and technical stability, I identified and addressed unresolved issues that were impacting app performance. Included in depth analysis, feature optimization, and bug resolution, which led to a significant increase in the crash-free user rates across both iOS and Android platforms.
I collaborated closely with cross functional teams to ensure a smooth development process and implemented testing protocols to catch and resolve issues.