Excited to share my first product teardown (1/5)! Completed as part of the LIP challenge for NextLeap, I've chosen to dive into Rapido—an app I frequently use. Despite its many strengths, there are areas of improvement that become apparent through regular use. This presentation focuses on the user onboarding journey. Undertaking this teardown allowed me to adopt a product-centric viewpoint, rather than a user-centric one. I explored various aspects, including user personas, the user journey, as well as positive and negative feedback, and key performance indicators. I'm eager to hear your opinions on Rapido's current shortcomings and your suggestions for its enhancement in the Indian market. #ProductTeardown #LearnInPublicChallenge #NextLeap #UXDesign #TechInsights

1. RAPIDO PRODUCT
TEARDOWN

2. Competitors:
Overview:
Rapido is a Bangalore-based Indian online bike taxi
aggregator, which was founded in the year 2015. It
operates in 100+ cities across the country and also
travels to various places in and around them. It has got
more than 15000 registered riders a day.
Industry:
The bike taxi market in India was last valued at $50.5
million in 2021. It is projected to reach $1,478.0
million by 2030, registering a compound annual
growth rate (CAGR) of 48.5% from 2022 to 2030.
Business Model of Rapido:
● Rapido employs a peer-to-peer business framework,
linking individuals seeking a ride with independent two-
wheeler operators (referred to as “captains”) ready to
offer that service.
● The cost of each ride is calculated based on the distance
in kilometres that the user needs to travel.
● Captains are permitted to use vehicles such as scooters
or motorcycles, with the stipulation that these vehicles
must be two-wheelers and not older than the year 2010.

3. About: Atharv is 22 YO student in Mumbai.
Use Bike as travelling mode daily.
Need: Pocket friendly and easily accessible
solution.Pain points:
● Not able to sa
● ve more because of surge in bike
price.
● Captains cancelling the ride.
● Delay in arrival time of captain.
USER PERSONAS
About: Prerna is 28 YO working woman in
Bangalore and use auto to commute
daily.
Need:
● Schedule her rides upfront
according to her schedule.
● Safe and reliable mode of transport
to work
Pain points:
● Captains cancelling the ride.
● Inability to book captain at peak
time.
● Captain asking to book offline and
pay via Cash.

4. User Onboarding
Download application Get Started Request Permissions Location access
permission

5. Enter phone details Enter OTP Enter personal information Homepage

6. Pain Points
➔ Being asked for more money can make
users feel exploited, leading to a
perception that the platform's pricing
isn't fair or transparent.
➔ Persistent issues with customer support
accessibility can lead to a decline in
brand reputation, as customer
satisfaction is a key driver of brand
perception in the service industry.
➔ For passengers, the experience of rash
driving can be anxiety-inducing and
stressful, particularly if they feel their
concerns are not adequately addressed
by the company.
Critical Reviews

7. Top Highlights
➔ Consistently positive experiences
contribute to a strong brand reputation,
attracting new customers who value
safety and courteous service.
➔ Consistent use of Rapido for night rides
indicates a high level of trust in the
safety protocols and measures
implemented by Rapido, such as verified
captains, real-time tracking, and
emergency contact features.
Positive Reviews

8. KEY PERFORMANCE INDICATORS
L1 Metrics
● Number of Rides Completed
● Gross Transaction Value (GTV)
● Active Users
● Ride Acceptance Rate
● Average Revenue Per User (ARPU)
L2 Metrics
● Ride Cancellation Rate
● Average Wait Time
● Cost Per Ride
● Captain Satisfaction Score
● Ride Density
● Incident Rate
North Star Metric
Ride Completion Rate is defined as the
percentage of rides successfully completed
out of the total rides booked on the
platform.
This metric encompasses several critical
aspects of Rapido's service, including
availability, reliability, safety, and customer
satisfaction.
Other factors defining Ride completion rate
as NSM:
● Customer Satisfaction
● Service Reliability
● Operation Efficiency
● Growth Indicator

9. THANK YOU!!