Divvy

Divvy is Chicago’s bicycle share program and the second largest in North America with over 5000 bicycles and 500 stations.  I signed on in 2013, at the very beginning, excited to help make it happen.

Mobile Mechanics Service

Challenge

How might we create a way to increase the amount of functioning bicycles on the street without hiring new personnel while increasing employee job satisfaction? That’s not the original challenge statement.  It just sums it up.

Research

  • Interviews with Divvy mechanics, drivers, dispatchers, and management, as well as independent bicycle messengers.
  • Insight journey and experience mapping sessions
  • Business model canvas 
  • Active iterative prototyping

Business Case

  • Storyboard
  • Business model canvas
  • Qualitative comments from expert sources

Workshops

  • Insight journey and experience mapping sessions
  • Rapid iterative prototyping

Result

  • 3 scalable mobile mechanic positions
  • 400% increase in repairs by each mechanic in the field
  • Happier mechanics due to being allowed out in the field
  • 1 less van roundtrip a day per mechanic
  • Helped increase weekly output from 88% to 92%