We have been working together with Wunder on both the HSL.fi website and the city bikes service successfully for a few years already. It’s great that we can take what we have learned and use it to develop the service further.
About this work
What is HSL City Bikes?
City bikes are a network of more than 2500 shared bicycles available to everyone in southern Helsinki, southern Espoo and Vantaa. Helsinki City Transport HKL and Espoo Technical and Environment Services are responsible for the city bike system. The system is administered by CityBike Finland.
The aim of the project was to renew the service to better serve cyclists during the biking season of 2018.
The city bike network has been serving Helsinki residents since 2016. Following feedback from the previous city bike registration page, it was decided to make improvements to the site. The aim was to renew the service by summer 2018 to better serve cyclists.
In the summer of 2017, HSL commissioned a usability study which revealed many user needs. In addition, an expert assessment was made and, based on these, necessary changes were made to the service user paths, user interface, visual appearance and content.
The main goal of the project was to make the service as easy to use as possible, which included, among other things, easy mobile registration.
The goals of the design were to improve overall usability, simplify the purchasing process and make the product range more understandable. The site structure and navigation paths were made more user-friendly and products more visible. The logged-in user home page was provided with all information relevant to use as well as cycling data.
The purchase path was simplified, and especially for those who used city bikes in previous years, renewing the season was straightforward and easy. Improvements were made the mobile views in mind to make the deployment process as smooth as possible at the city bike station.
Technical implementation aimed at speed, accessibility and maintainability. The city bike site was built using the Drupal 8 system.
The site was integrated into an external bike system that acts as a master of bike data. In addition, the City Bike website was integrated with HSL.fi and with the HSL ID introduced in 2018, which allows the user to sign in to HSL’s electronic services.
The functionality of the voucher, which specifically targets business users, was added to the payment path. In addition, a map was embedded on the site, showing up-to-date information on bikes available at stations.
Pretty stunning user experience @HSL_HRT #citybikes setup: browser remembered password, HSL’s service credit card information. Three clicks, 30 seconds and service activated for the entire season. #ux
Overall, the city bike service is quite satisfactory. In terms of the service, the key areas of customer satisfaction saw growth from the previous year. Generally higher ratings than the overall grade of 3.81 (maximum 5.00) came from the following categories:
- Understanding of instructions
- Clarity of user charges
- Reasonability of user charges
- Registering / buying a license online
- User account page (personal information)
3.81 / 5
4.31 / 5
Clarity of user charges
4.03 / 5
Registering as a user