You are a PM of Lime Scooters. Users are signing up but are not using the scooters. What do you do?

I am vaugly familiar with Lime Scooters. Is this a scooter share program being run in x city? (yes)

Ok and since I have never actually used it, your question suggests that one needs to sign up before they can even rent the 1st time around? (yes). And the main concern is that we are acquiring customers but they are not adopting to our solution / bike rental program. (correct).

ok, so can we think through user journey a bit here? just in case that helps here....So as I understand:

1. USer downloads / installs and opens the app and creates an account and enters their credit card information. (Acquisition)

2. User can now look for rental location and rent ahead of time or get to the scooter rental stand and scan a QR code to unlock and money is auto deducted from the account.  (user conversion / adoption).

ok I don't think I got anything new out of this and we arleady determined it's a adoption issue. (correct).

ok, moving on, has this always been a problem? (no. We have noticed this problem mainly in the last quarter-6 months).

Did we notice similar pattern last year and the year before, etc.? (well, we just started about 8-9 months ago so we don't really have much historic data).

ok, this is really helpful information. Let me keep this on the side just in case.

And is this problem noticed in certain part of the city or amongst certain set of users / dmeographics, etc.? I ask becasue I think that may lead to areas of further analysis as in maybe something unique about a certain area or changes that may have happened in that area or maybe some changes that are unattractive to the user segment, etc. (all parts of the city and spread acorss all demographics).

Ok, a bike / scooter rental is more used by young students / professionals. And this is mainly a university town. So given that, I will brainstorm couple areas of investigation:

1. Availability of scooter return spots

2. Maintenance issues with scooters

3. Comfort / design of the scooters

4. Governmental regulations

5. Pricing

these are the only thoughts coming right now. (no problem. let's look into these).

1. Do we have enough availability of spots because if not then people won't rent as much since they would have to talk a ton to their destination from the scooter return spot (yes we have enough available spots).

2. Do we have hold of maintenance logs / complaint logs? Maybe our scooters have too many issues and overtime word has gone around that you pay for it but then teh scooter is too rough to ride or malfunctions so riders have to pretty much drag it and hence now don't want to bother with renting tehse scooters. (good thought but no such issues).

3. Given than this is a university town most riders are students. Is our design appropriate for this demographic? (what do you mean?). Well, students have backpacks to carry or even want to carry food back to their dorms if left over from restaurant. Ypou need two hands to ride the scooter and maybe the scooter doesn't have any basket or something to hold bags, left over food, etc. (that could be a potential for us to look into. Our scooter design doesn't provide for that right now. But I would like you to investigate other areas as well and see if the problem is somewhere else).

4. Ok, I do think that is one area we really need to consider but let's continue exploring a bit more. Have we had any governmental plicy changes such as maybe scooters can only be riden on certain roads since only those roads have scooter rider paths. This causes students to take longer routes to school , geting them delayed ,etc. (no)

ok what about maybe buses and other local transport like trains are now charging extra fee to bring on a scooter with the passenger? (yes, there has been such fees added).

5. And has scooter rental prices gone up? (no. our fees have remained the same ever since we started.)

Are our fees lower than busess or local tains? (we are on par with buses. Trains obviously cost more).

ok, given that I would like to hypothise here that areas that are impacting adoption are:

1. User convience suffers due to scooter design. I recommend doing some user research and figure out what could be changed to make it more user friendly.

2. Maybe partner with buses to pay portion of the cost or something so that our users odn't have to pay for that. This is also a issue that's resulting in lower adoption in my eyes.

3. being on par with how much bus rides cost isn't good. Why would our student take effort to ride in heat / cold when for equal money they can have a convinient ride on a bus? The benefit of scooter of course is students don't have to depend on bus schedule but I highly doubt studetns care about getting to school early and hence taking an early bus. STudetns can study at droms or after getting to campus.

Other than above issues, other primary thing we should also look at is if we have issues with our app maybe. Maybe something was recently changed, maybe invalid charges hvae been charged (we can look into complaint records or even AP logs to track these), maybe UI is too confusing or too long of a process. One other unique thing might be that our demad is so high that new users realize most times scooters just aren't available and what we are looking at is % of users who are using the scooters vs. ratio of available scooters to scooters that are used/rented. Would you want us to analyze issues to come to a definitie answer?

(no this is good....You pretty much have the answer. In fact, I got what I needed in terms of what I was attempting to evaluate you on.)