QuickFix received Core 77 recognition for Student Service Design Runner Up in 2015 and was demoed at TEDx Copenhagen in 2014.
Quick Fix is a service designed for the Copenhagen Metro that fixes broken bikes and provides cyclists with a metro ticket while their bike is being fixed. In a city of 650,000 bikes, where there are more bikes than people, we wondered how the Copenhagen Metro could be better connected with the bicycle culture of the city. How might we make the metro the preferred form of travel when you’re inconvenienced by a broken bike?
How does it Work ?
Through the service, a cyclist can 1) submit a request to get their bike fixed and 2) negotiate with a mechanic. The cyclist can then park their bike at a Quick Fix station, located at any Metro station, receive a Metro ticket, and comfortably continue on their travels. The traveling mechanic will come to the station, repair and service the bike, and then leave the bike with a personal message.
We conducted three service prototypes. For the first prototype we worked with two cycle shops located near Metro stations and, for the second prototype, we worked with a traveling mechanic who moved through the stations to fix bikes.
We used a variety of different channels including paper service tickets, phone calls, SMS texts, and Tumblr image updates to communicate between the cyclists and the mechanics. For our third prototype we developed two high-fidelity applications, one for cyclists and one for mechanics, and tested the interfaces.
Why this ?
One of the biggest learnings we observed was the importance of communication and negotiation. For the cyclist, it was important that the communication with the mechanic happened before they dropped their bike at a metro station. This gave the cyclist a sense of control over, and trust in, the process (and price). For the mechanic, the communication was critical to inform the cyclist of all the nuances in a problem. We also observed that there were generally two negotiation phases, the initial negotiation before the bike was dropped at a Metro station, and a second negotiation once the mechanic physically looked at a bike.
From our first prototype we learned that while Metro stations are convenient locations for cyclists to drop their bikes, it is difficult to transport bikes to the cycle shops. Employing a traveling mechanic to instead come to the bikes was much more successful.
Through our second prototype we learned that the most common types of bike problems, punctured tubes, changing tires, adjusting chains, and fixing brakes, can be fixed at the Metro stations. The bike cellars in particular were great locations with ample space and weather protection for the mechanic.
For cyclists, Quick Fix provides 24/7, quick and safe bicycle repair. These are values which the Metro already has, making the service fit well with the Metro brand. Quick Fix also conveniently fits, and provides alternate, travel plans for cyclists who have been inconvenienced by a broken bike.
For the Metro, Quick Fix build a positive brand association between the Metro and cyclists. It also extends the Metro brand outside of the physical stations, through a different mode of transit. Quick Fix also creates a positive experience for non-metro users, particularly when they’re in a stressful emergency, and could lead them to take the Metro more often. Lastly, Quick Fix increases the use of bike cellars and provides the Metro with additional revenue through a percentage of the mechanics fee.
Quick Fix was carried out in partnership with Copenhagen Metro as part of our one-month Service Design course at Copenhagen Institute of Interaction Design. During this month, the brief we were address was: The Copenhagen Metro is growing, how can it integrate more closely with the city and its people?
For the initial research, we conducted four in-depth interviews with non-metro and reluctant metro users. To address the brief more specifically, we investigated more with the other modes of transports in Copenhagen city. In designing Quick-Fix, we were encouraged by our faculty Rory Hamilton and Jennie Winhall to prototype quickly and test repeatedly with cyclists and metro users.
During the process, we conducted three service prototypes with bike shops, mechanics, and customers to iterate and design the service. After each test we used to iterate on our prototypes and included key features in our interface. We also conducted co-creation sessions with mechanic and customer to understand what the interface should look like.
For this project, I conducted research interviews and designed tools for the prototype at every stage. To illustrate the process of service and to understand touch-points during the service, I took the initiative to make a service blueprint on our project wall. I also documented the project throughout the process and created the wire-frame of the interface and edited the final video. I designed and delivered the final presentation to the Metro and rest of CIID team.
Context: CIID’s Service Design Course
Faculty: Rory Hamilton and Jennie Winhall
Other images of process & presentation
Quick Fix at Tedx Copenhagen Salon. The event link can be seen here.