Uma Avaliação dos Fluxos de Usuário de Uma Plataforma de Mobilidade Colaborativa (Hoopi)

Abstract

The growth of collaborative mobility has expanded the use of digital platforms to facilitate ride-sharing, making the quality of interaction between users and systems a crucial factor in the adoption of these services. In this context, this study aimed to evaluate the usability of Hoopi, a collaborative mobility platform, focusing on the coherence and efficiency of its user flows. The goal was to identify navigation barriers and understand how analyzing these flows could inform improvements to the user experience. The research is exploratory and descriptive in nature, employing a quantitative approach through a case study. Usability tests were conducted with ten participants, comprising both passengers and drivers, using a testing platform to collect objective performance metrics, which were complemented by the application of the Perceived Disorientation Scale. The results demonstrated a 100% task completion success rate for both profiles, with high adherence to the planned workflows (92% among passengers and 93% among drivers) and low levels of disorientation during navigation. The observed deviations occurred exclusively within the login flow, highlighting difficulties in distinguishing between the login and sign-up options. The study concludes that the platform demonstrates a good level of usability and that analyzing user flows is an effective approach for identifying opportunities for improvement and supporting design decisions aimed at enhancing the user experience.