Design and Evaluation of Electric Scooter Innovative Service

Faced with today's global environmental sustainability issues, air pollution has always been one of the problems people want to solve. In Taiwan, the government is also actively promoting electric scooters (E-Scooters) to replace traditional bikes to reduce the accompanying air pollution. Although some major manufacturers have launched products of E-Scooters, related services such as the parking priority service, are still underdeveloped. This study will use the service design method to establish innovative parking services for E-Scooters users. First, we use focus group interviews to understand the pain points faced by today's users and use a persona to present the situation of users. Then we analyze the user's scenario and needs through the user journey map. The third step is to analyze the user's needs and technology through quality function deployment (QFD) to obtain the corresponding priority level. After completing the above steps, we will construct related design prototypes and service blueprints. Finally, we made a preliminary evaluation through the Kano model. The results of this research show that users are looking forward to enjoying the proposed innovative services, such as the two functions of charging/battery exchange services and parking records. With this study, the government or enterprises in the future can have a reference when constructing E-Scooter services, and have a elementary understanding of the priority of technology development.