Customer bike details - book my bike in
Neil McQuillan
This was a deliberate decision on our part, we spoke to bike riders about how they'd want this service to work, and one of the key things from consumers was they wanted a simple book in process. For example I know the make and model of my bikes, but I don't know when any of last got a service!
We also know from our research that a lot of new riders on e-bikes know the make but not the model and specification.
All that said perhaps we can improve this, can you tell us how you would use that information and we can consider the simplest way we could collect that. I've just had a few thoughts of how this might be achieved without deterring those in a rush (or who simply don't know)!
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Mark Rose
Neil McQuillan: Suggest make and model (family) are separate mandatory fields, and also a non mandatory model year (if known) field.
Neil McQuillan
Mark Rose: Would that not drive the product down a route which excludes some consumers?
A lot of my mates know what brand of bike they ride, but would not be sure on the model.
When we built 'Book My Bike In' we tried to design it around the least knowledgable of customers.
e.g. A new EBike owner who has never cycled before or been a regular shopper in a bike shop they might not know what model of bike it is?
Or parents who want to book their children's bikes into a store and are not confident about what needs doing.
We've really tried to push as much of the 'process' to the skilled mechanic so we don't set expectations of what work is required or how long the job will take in the frontend of the website.
I'm not sure we've got the messaging right but the objective was to ask as few questions as possible and set no real expectation beyond a very question about service type so we keep the skilled part of the job and communications to your team.
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Mark Rose
Neil McQuillan: Think on reflection, what we are looking for here is more the TYPE of bike ie a kids bike vs TT bike vs cargo bike can make a world of difference re the complexity of the inbound job and storage space. Could the answer be a type selector with one of the options being 'unsure'? (Btw I'd argue against using 'hybrid' on it's own as a type - 'Hybrid/city' could be more customer friendly.
Neil McQuillan
Mark Rose: That makes sense to me, I would prefer to present these as big simple buttons. If we put a lot of options in a dropdown people will just skip it.
What would we need in here, whilst trying to capture the absolutely smallest amount of data so we don't deter people / or ask for too much data. People have no patience sadly :-)
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Info
Neil McQuillan: I have to agree that keeping if very simple is the way to go. Perhaps something more along the lines of asking if it's a 'non-standard bike' ie Cargo bike, tandem, trike etc