Divvy

Divvy is Chicago’s bicycle share program and the second largest in North America with just under 5000 bicycles and 475 stations.  I signed on in 2013, at the very beginning, excited to help make it happen.

 

Mobile Bicycle Mechanic Service

The Challenge

To get approval to create a mobile bicycle mechanic service to increase the amount of operative bicycles that Divvy had in the field at all times.

Process Used

After hearing talk of a possible mobile mechanic service, and seeing a large need and never seeing any movement, I did a bit of research and put together a Business Model Canvas, a Storyboard of the Service, and  accompanying pertinent quotes from the interviews.  This package was meant as as a map to get approval for getting the service off the ground.  I then led several of Divvy’s best bicycle mechanics through the Service and Experience Journey Mapping and Rapid Prototyping process – actually creating the physical service while testing it. Building and evolving it in a manner that could easily be repeated and scaled.

Results

Initial testing shows that this person can be up to 500% more effective in the field than if they stayed in the shop.  This will also reduce the amount of bicycles taken to the shop about 22 bikes per field mechanic, which is the equivalent of 1 collection and 1 redistribution trip by their inoperative bike collection team of truck drivers.

My Role

Research

• Interviews
• Business Model Canvas

Ideation, Facilitation, and Instruction

• Journey Mapping Facilitation
• Storyboard creation and Refinement
• Rapid Iteration Prototyping

Presentation Materials

• Business Model Canvas
• Storyboard of Service
• Quotes from Expert Interviews

 

Better Lubing

The Challenge

To design a safe and efficient, and cost-effective solution for cleaning and lubricating the chains for Divvy’s 3000+ bicycle fleet.
The system that had evolved was a result of a small mechanics staff.  When the staff grew, the system’s problems grew, causing fumes and slipping hazards.

Process Used

I created a challenge statement then proceeded to interview Divvy’s bicycle mechanics, focusing on the extremes of senior mechanics vs newbies. I then immersed myself in their current process and followed it up with interviews with expert interviews with bicycle and automotive mechanics from outside shops.

The next step was the Synthesis phase where I partnered with a Divvy Lead Mechanic, teaching him the processes.  We pulled out insights and discovered opportunities for solutions.

I then took drawings of designs that came up from the research and had them drawn in better detail.  Upon exploration of the solutions we made our decision to the most viable, desirable, and reliable.  We presented this along with developed back-up concepts and the opportunities discovered during the Synthesis stage to the Bicycle Fleet Manager.

Upon approval the prototype was then scaled to all mechanics and is still the method currently used.

Results

The chain lubrication was individually dealt with on each bicycle each time during its repair and check-up service. An increase of air quality.  Dramatic reduction of slipping hazards. Freed the mechanics involved in the daily upkeep of the old system to focus on other responsibilities.

My Role

Research

• Interviews 
• Immersion in old system

Ideation, Facilitation, and Instruction

• Insight gathering Facilitation
• Opportunity Brainstorming Facilitation
• Rapid Iteration Prototyping Facilitation

 

 

Drilling System

The Challenge

Divvy was in need of a safe, expedient, and cost effective system to drill frozen set screws out of the side of the forks of their 3000+ bicycle fleet.

Process Used

I interviewed Divvy’s Bicycle Fleet Manager and its Bicycle Mechanic Supervisor about the particular challenge.  I then led them through a brainstorming exercise.  From the brainstorming exercise I partnered with the Bicycle Mechanic Supervisor and looked at the opportunities available and then led him through the rapid prototyping process utilizing available materials .

Results

A safe and reliable process for removing the frozen set screws that could be scaled safely.  

My role

Research

• Interviews

Ideation

• Brainstorming Facilitation
• Opportunity and Solution Synthesis

Prototyping

• Quick and dirty rough builds
• Multiple iterations