John Costello

The challenge

Keep bikes and scooters in service.

Every recovery, relocation, battery swap, and repair had to preserve vehicle history and meet local regulations.

My roleI led design across mobile, iPad, web, and vehicle hardware for fleet teams in 18 cities.

Map settings, vehicle recovery, messaging, nearby tasks, and shift progress.
Map settings, vehicle recovery, messaging, nearby tasks, and shift progress.

Field operations

Find the next job on the map.

Operators found nearby tasks, checked vehicle status, and reviewed recent activity to investigate missing bikes.

A missing vehicle’s status and recent activity, opened from the map.
A missing vehicle’s status and recent activity, opened from the map.

Shift workflow

Follow the job from pickup to dropoff.

Operators could check assignments, record van capacity, inspect vehicles, and review completed work. At dropoff, they could see which vehicles were returning to service at that location.

Current shift, transport capacity, activity history, vehicle details, and battery-swap completion.
Current shift, transport capacity, activity history, vehicle details, and battery-swap completion.

Map system

See what needs attention.

Distinct markers showed repairs, battery swaps, relocation, and missing vehicles. Priorities, clusters, battery levels, and dropoff zones kept the map readable at different scales.

Map markers for vehicle status, priority, battery levels, and dropoff zones.
Map markers for vehicle status, priority, battery levels, and dropoff zones.

Fleet management

One record for every vehicle.

I designed web tools for planning shifts, monitoring fleet demand, and defining service zones. A shared inventory brought vehicles, batteries, transport, and operators together, with a service history for each vehicle.

Planning service zones, fleet demand, and operator assignments on the web.
Planning service zones, fleet demand, and operator assignments on the web.
A shared inventory for bikes, scooters, batteries, transport vehicles, and operators.
A shared inventory for bikes, scooters, batteries, transport vehicles, and operators.
Vehicle status, service records, and location history for investigating problems.
Vehicle status, service records, and location history for investigating problems.

Warehouse tools

Make the next repair clear.

The iPad app helped mechanics diagnose repairs, track parts and labor, and maintain vehicle service histories. Component inspections separated resolved issues from work still needed.

Station selection and inspection by component on iPad.

Repair architecture

Map the complete repair journey.

I mapped the repair state model from pickup through intake, repair, inspection, and redeployment. It exposed the decisions, unresolved issues, and handoffs each workflow needed to support.

The JUMP bike repair journey, from pickup to return to service.
The JUMP bike repair journey, from pickup to return to service.
Station workflows for sign-in, intake, repair, and final checks.
Station workflows for sign-in, intake, repair, and final checks.

Battery service

Keep vehicles in service with battery swaps.

Swappable batteries changed far more than the hardware. I designed the flow across the vehicle, mobile app, and operations tools, including recovery paths for batteries that would not release or replacements that could not be used.

Battery-swap instructions, physical steps, and recovery paths.
Battery-swap instructions, physical steps, and recovery paths.

Connected hardware

Make the vehicle’s response clear.

For sign-in, battery release, locks, and test rides, the app’s feedback had to match the hardware. Success, waiting, and fault states helped operators understand what had happened and what to do next.

Operator feedback during sign-in, battery swaps, and lock use.
Operator feedback during sign-in, battery swaps, and lock use.
UBER / IMPACTMicromobility / 18 cities

Recover.Repair.Return to service.

I led design across the tools that helped fleet teams keep bikes and scooters moving in 18 cities.

The work contributed to

Beforecost per touch
Afterprofit per touch
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