Looking For a Favor?

“Runerra is a community run app that connects those already at the store with people nearby who need something. Individuals can share their location or errand with others in their communities in order to digitize the “I’m at the store, do you need anything?” conversation. Those who need groceries or other items can request them and avoid delivery fees by jumping on an existing run. Runerra’s vision is to challenge the traditional delivery model while encouraging individuals to form new friendships, strengthening connections within communities, and empowering local business to connect with new and loyal patrons.”

-Stakeholder

Users:

• Runners: Looking to help out a friend/neighbor by picking up items for them while they do their own errands.

• Buyers: Looking to get groceries, food, etc. picked up for them at an affordable cost

Goals:

• Match user expectations by demonstrating support for users needs

• Create features for the app that resonate

Journey Map

Runerra’s app is a simple and great idea, but they have issues retaining users in particular due to clarity of their site. The buyers goals are to find a shared run which they can request a favor. A journey map is a visualization of the process a person goes through in order to accomplish their goal. In its most basic form, journey mapping starts by compiling a series of user actions into a timeline depicted by the solid line (current state) and dotted line (future state based on recommendations). In this case, Sarah is the user and her experience using Runerra is mapped out with her emotions and actions throughout the her experience. The timeline is fleshed out with user thoughts and emotions in order to create a narrative.

After playing with the app and creating some user experiences, the stakeholders came in for a formal stakeholder meeting. Ashley, the developer and Sam, the founder of Runerra sat down and spoke to what they have seen as Runerra’s blockades to becoming a cheaper option to grub hub or retail delivery. Their research showed Runerra’s communities worked best in micro-communities with larger friend groups who know each other to at least some extent, “We want to get people who don’t want to meet… to meet” a startling statement by the founder. He isn’t far off, with some interface and verbiage change Runerra just might make people don’t want to meet…. meet!

Kano Analysis

Kano analysis is a quality measurement tool used to determine which functions are important. All identified functions may not be of equal importance to all users. Kano analysis helps rank functions for different users to determine which have the most value to their experience. The Kano analysis are the synthesized findings from a Kano survey sent out to professionals in the field. The survey contained ten dominating rapid prototypes through a dot vote by 15 UX designers from a selection of 40 prototypes. The survey prompted users with two questions “how do you feel when this function is present? How do you feel when this function is absent?”. The data displayed the value users held towards the functions they were presented. Our functions fit into the realm of high satisfaction and expected functions with outliers landing in “surprising/delighted”.

Rapid Prototyping

The Kano analysis proved syncing contacts at onboarding will give new users the opportunity to see if any of their friends use the app. The more contacts they have using the app, the more trust, credibility, and comfort it will give new users.

Favorites and recents with a map view proved to be a highly satisfying and performance function.

Interactive Prototypes

Prototypes built in Axure allowed me to deliver an interactive prototype to the client and let me test the interactivity of screens in the app. The Kano analysis gave me direction as to what features resonate with my users. Understanding the interactivity will help me strengthen the features that resonate most with users. To get a better idea, download the PDF below.

Since the work I completed for Runerra, they have gone through a complete redesign and relaunched the app now known as Pikup. Pikup includes features proved by kano analysis to have high satisfaction and performance based on data from career practitioners. The map and favorite places feature was rated as essential to achieve high performance and satisfaction in app. and notification settings. Notification settings was rated at 3.3 on an importance scale of 1-4 in a survey proving its necessity for high satisfaction.