1. The document describes the experiences of drivers and passengers using a ridesharing service. It discusses the various steps in their processes, from finding and booking rides to communicating, meeting, traveling, and providing feedback.
2. Drivers spend significant time communicating with passengers through multiple channels to arrange details, accept rides, and manage their schedules. Passengers also frequently move discussions with drivers off the app.
3. Both drivers and passengers see the importance of evaluations but drivers are less likely to take the time to provide them after each ride while passengers may forget to evaluate drivers.
Tripda: Mapping of behavior and problems faced by customers in the use of the...Vitor Amorim
Este material apresenta o resultado de uma pesquisa realizada para a Tripda, a maior plataforma de caronas do Brasil, com o intuito de identificar os comportamentos e as necessidades dos seus clientes e projetar uma melhore experiência para eles.
Marketing Beyond the Campaign – Utility, services, and engagementLynn Teo
Lynn Teo, Chief Experience Officer at McCann, gave a presentation on marketing beyond advertising campaigns. She discussed understanding consumer pain points and emotions through research, developing ideas to address opportunities across communication channels and phases of travel, and leveraging physical and digital touchpoints to enhance customer experience and engagement. She emphasized designing experiences with an understanding of how to serve people.
This document outlines the design process for an online application to book Circular Journey Tickets with Indian Railways. It begins with research on the existing ticket booking process and an analysis of user needs. Various initial concepts are presented, focusing on intuitive booking workflows. The final design concept displays a clean interface for searching routes and trains, viewing trip summaries, and completing bookings in multiple steps. Additional features like maps, event information, and reviews are included to enhance the user experience. The proposed online system aims to streamline Circular Journey Ticket booking and make the process more accessible.
IRCTC is a website that allows users to book train tickets online
It removes the pain of physical reservations with a trusty yet cluttered user interface
My role was to research, interview users and redesign the UI to enhance the user experience by making it simple for existing and future users
Carpooling App India - UX Desin - Avjit ChinaraAvijit Chinara
In these slides I have explained the UX design process used during carpooling App. These slides have been sanitized to make shareable. Hope this will give a clear idea about the UX design process.
Wunder Shuttle Service Mobile App- Concept by Kheema PandeyKheema Pandey
The document outlines a proposed shuttle driver app called Wunder Shuttle Driver. It aims to provide a seamless system to connect passengers and drivers through technology. Currently, traditional shuttle services lack online/mobile booking and require much manual effort. The app would allow passengers to request rides through an app and drivers to accept requests and optimize routes. User research was conducted through interviews and online articles to understand pain points like finding parking, traffic issues, and checking passenger information. Prototypes were created for driver and passenger user flows, screens and personas to address these pain points and improve the shuttle experience.
Tripda: Mapping of behavior and problems faced by customers in the use of the...Vitor Amorim
Este material apresenta o resultado de uma pesquisa realizada para a Tripda, a maior plataforma de caronas do Brasil, com o intuito de identificar os comportamentos e as necessidades dos seus clientes e projetar uma melhore experiência para eles.
Marketing Beyond the Campaign – Utility, services, and engagementLynn Teo
Lynn Teo, Chief Experience Officer at McCann, gave a presentation on marketing beyond advertising campaigns. She discussed understanding consumer pain points and emotions through research, developing ideas to address opportunities across communication channels and phases of travel, and leveraging physical and digital touchpoints to enhance customer experience and engagement. She emphasized designing experiences with an understanding of how to serve people.
This document outlines the design process for an online application to book Circular Journey Tickets with Indian Railways. It begins with research on the existing ticket booking process and an analysis of user needs. Various initial concepts are presented, focusing on intuitive booking workflows. The final design concept displays a clean interface for searching routes and trains, viewing trip summaries, and completing bookings in multiple steps. Additional features like maps, event information, and reviews are included to enhance the user experience. The proposed online system aims to streamline Circular Journey Ticket booking and make the process more accessible.
IRCTC is a website that allows users to book train tickets online
It removes the pain of physical reservations with a trusty yet cluttered user interface
My role was to research, interview users and redesign the UI to enhance the user experience by making it simple for existing and future users
Carpooling App India - UX Desin - Avjit ChinaraAvijit Chinara
In these slides I have explained the UX design process used during carpooling App. These slides have been sanitized to make shareable. Hope this will give a clear idea about the UX design process.
Wunder Shuttle Service Mobile App- Concept by Kheema PandeyKheema Pandey
The document outlines a proposed shuttle driver app called Wunder Shuttle Driver. It aims to provide a seamless system to connect passengers and drivers through technology. Currently, traditional shuttle services lack online/mobile booking and require much manual effort. The app would allow passengers to request rides through an app and drivers to accept requests and optimize routes. User research was conducted through interviews and online articles to understand pain points like finding parking, traffic issues, and checking passenger information. Prototypes were created for driver and passenger user flows, screens and personas to address these pain points and improve the shuttle experience.
CommuTrans is a proposed on-demand carpooling service that uses mobile devices and GPS tracking to connect passengers and drivers. It aims to reduce traffic congestion and pollution by making carpooling more convenient. Users can request or offer rides through a mobile app, and a point system incentivizes participation. The service intends to partner with mobile carriers and governments to launch, generating revenue through user fees and advertising.
In this pilot project I used the design process to tackle the brief: "Increase the number of drivers on shift for a particular rideshare company to meet the demands of customers in San Francisco, particularly at peak times."
The document describes the design of a circular journey ticketing application for Indian Railways. It involves researching the existing circular journey ticketing process, understanding user needs through personas, scenarios and interviews. Key features of the application include route selection, train selection, break selection while ensuring ticket availability. Wireframes were created for the application flow and important screens like route suggestion, station search, itinerary creation and booking. The design focuses on understanding user requirements, providing smart suggestions and options, while giving users full control over their journey planning.
The document describes a proposed carpooling application called CarMate. It aims to address safety concerns, lack of visibility into available rides, flexibility for last minute changes, and lack of insights into savings from carpooling. The proposed solution would allow users to filter by gender, see available rides, adjust pricing or routes dynamically, and view savings analytics. It would also incorporate reviews and ratings of riders and drivers to promote accountability. The document outlines the user flows, from signing up to completing and rating a ride.
An Android app called Pick Me Up allows drivers and passengers going on short journeys to connect for carpooling. The app uses social media integration and geolocation to make carpooling more usable and trustworthy. Drivers can search for passengers going in their direction within a specified radius based on distance or money. Passengers get notified when selected by a driver. User testing found people liked features like social login, quick profiles, and location autocomplete while suggestions included alternative views, easier search changes, and payment integration.
Review of the booking process
TOPICS:
User research, Contextual Inquiries, Interviews, Empathy Mapping
BRIEF
GA team is conducting an end to end review of the booking process for both Passenger and Driver of the current GoCatch mobile application.
CLIENT
GoCatch is the client for the student project for User Experience Design Immersive, General Assembly, Summer Sydney 2014
DURATION
3 weeks
TEAM
Deepa Dhupalia
Michael Shai Hee
Sara Michelazzo
Suhasini Vempati
MY ROLE
Evaluate the current application, mapping user flows, conduct contextual inquiries, conduct interviews, create empathy map, sketch new ideas and storyboards, define the vision, assemble the deliverable.
TOOLS
Omnigraffle, POP App, Camera, audio recorder, Excel, prints, sharpies & paper.
Leveraging on MyTransporter Mobile Apps to Enhance the Quality of Life: A Con...IRJET Journal
This document presents a conceptual mobile application called "MyTransporter" that aims to address issues with public transportation in Malaysia. The application would allow users to request transportation services from registered providers and see provider availability, addressing problems with the current process of finding transportation that wastes users' time. The conceptual solution is analyzed using business model tools including a Business Model Canvas, Value Proposition Design, and Environment Map. A literature review found support for using a mobile app and hybrid platform to make transportation more efficient and accessible. The proposed application aims to save users time and money while providing a platform for transportation providers to advertise their services.
Here are the key takeaways from the user testing of the Start Reservation flow:
- The notification was seen positively as a helpful reminder of the reservation details. The term "copilot" was unclear.
- Users found the sequence of screens straightforward and expected to see information like the car location and details.
- The "Something Wrong? Report It Here" button for damage reporting was intuitive and clear on what to do if there was an issue with the car.
- The layout with icons and steps listed out ("carrots") was liked by users for being clear.
- The timing of when the "copilot" would appear was unclear.
Overall, users found the start reservation flow matched their
1) The document discusses challenges with carpooling and proposes a mobile application called "makeMYride" to help address these challenges. It outlines problems with flexibility, safety, and personal preferences for corporate carpool commuters.
2) The application aims to make carpooling the preferred commute option for 50% of office workers by providing value through cost transparency, safety verification, and user preferences. Key features proposed include one-time registration, continuous feedback, and choice by user preferences.
3) User flows are outlined for first-time registration, booking a ride, selecting pickup/dropoff and car type, receiving driver/vehicle details, confirming the booking, and providing post-ride feedback. Low-fidelity
RideBoom is a mobile app that aims to improve upon traditional taxi and ridesharing services like Uber. It does this through the following key aspects:
1) Only allowing licensed drivers to use the app to provide safer rides.
2) Implementing a referral system that provides drivers additional income when their referred customers or drivers take trips.
3) Enhancing the trip experience for both riders and drivers through features like rider-driver matching, trip tracking, and payment processing directly in the app.
Sharing Economy Service Usage in VietnamDI Marketing
The survey found that:
1) Grab is the most well-known sharing economy brand in Vietnam, with 87% brand awareness, and GrabTaxi has the largest share of the new taxi service market at 39%.
2) Facebook is an effective marketing channel for raising brand awareness, with 61% of respondents saying they learned of these services on Facebook.
3) 49% of consumers choose new taxi services because of their competitive pricing compared to traditional taxis.
This document provides a business plan for TapCab, a taxi ordering smartphone app. It will connect licensed taxi drivers and passengers using GPS technology. The app will allow passengers to easily request the nearest available taxi and see pickup location, cost and time estimates. Drivers will only pay per successful trip booked through the app. The plan outlines revenue streams, target customer segments, value propositions, competition, and financial and marketing strategies. Key aspects include partnering initially with smaller taxi companies to test the app, rapidly expanding to larger companies, and acquiring drivers and passengers through digital marketing and partnerships.
This document presents a project proposal for developing a mobile application for car rental. It discusses problems with existing manual car rental systems, and proposes the goals and objectives of developing a mobile app to allow customers to book vehicles online anytime. It provides an overview of the technical implementation including using Android studio and Firebase backend. It presents block diagrams, user flows, and discusses technical aspects and expected outcomes of the project. The conclusion discusses how this web-based system could help overcome limitations of existing small car rental companies.
This document discusses design issues with the PickMe taxi booking mobile application in Sri Lanka and proposes solutions. Key points:
- The user found issues with payment notifications not clearly showing amounts paid and directory locations sometimes being incorrect.
- Other issues included not being able to book multiple trips at once and lack of vehicle details before requesting a trip.
- Proposed solutions included displaying payment amounts clearly, improving the location directory, allowing multiple bookings, and showing vehicle details upfront.
- Feedback from users on the proposed prototypes showed majority agreement that the solutions would improve the user experience and interface design issues.
Sharing Economy Service Usage In ThailandDI Marketing
This survey studied sharing economy services in Thailand like Grab and Uber. Key findings include:
- Grab is the most well-known brand in Thailand, with 88% awareness. Facebook is an effective marketing channel.
- GrabTaxi leads the new taxi market with 67% share. 43% of consumers cite frequent promotions as their reason for choosing these services.
- 73% use new taxi services for immediate transportation needs. However, 28% are unhappy with careless drivers.
- 79% use new taxi services like Grab or Uber at least once a month, with 52% typically spending $7.5-10 per ride.
- Most intend to continue using these services, but some may
A Complete Guide to Build Online Taxi Booking Software.pptxNilaadvika
Online taxi booking software is a digital platform that facilitates the seamless reservation and management of taxi services through the app. It allows users to book rides, real-time tracking, and make secure online payments. This software streamlines the entire taxi booking process.
To Know More
https://medium.com/@thisisrahul3/a-complete-guide-to-build-online-taxi-booking-software-21c5911b4497
https://www.abservetech.com/uber-clone/
Travaxi is a mobile app that integrates city transportation like taxis, auto rickshaws, bikes onto a single platform for customers and drivers. The app connects riders and drivers through GPS and allows riders to request transportation and see driver locations in real-time. Key features include ridesharing, renting vehicles by the hour, emergency buttons for safety, wallet payments, social media login, and driver/rider reviews. The app is built using Android Studio and Firebase for admin, driver, and rider panels to manage profiles, trips, payments, and vehicle settings.
Quick Ride connects commuters travelling in the same direction in real-time and schedules the rides instantly for an immediate ride, or even well in advance for upcoming rides. You can also view the users going in the same direction and connect.
I had applied for the Uber APM 2019 Program in July 2018. I was asked to submit a HackerRank exercise, with a presentation/document with product ideas that can improve the Uber experience. Wireframes created on www.mockflow.com
A Complete Guide to Build Online Taxi Booking Software.pdfNilaadvika
Online taxi booking software is a digital platform that facilitates the seamless reservation and management of taxi services through the app. It allows users to book rides, real-time tracking, and make secure online payments. This software streamlines the entire taxi booking process.
To Know More
https://medium.com/@thisisrahul3/a-complete-guide-to-build-online-taxi-booking-software-21c5911b4497
https://www.abservetech.com/uber-clone/
Practical eLearning Makeovers for EveryoneBianca Woods
Welcome to Practical eLearning Makeovers for Everyone. In this presentation, we’ll take a look at a bunch of easy-to-use visual design tips and tricks. And we’ll do this by using them to spruce up some eLearning screens that are in dire need of a new look.
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Similar to Tripda: Consumer Journey for Drivers and Passengers
CommuTrans is a proposed on-demand carpooling service that uses mobile devices and GPS tracking to connect passengers and drivers. It aims to reduce traffic congestion and pollution by making carpooling more convenient. Users can request or offer rides through a mobile app, and a point system incentivizes participation. The service intends to partner with mobile carriers and governments to launch, generating revenue through user fees and advertising.
In this pilot project I used the design process to tackle the brief: "Increase the number of drivers on shift for a particular rideshare company to meet the demands of customers in San Francisco, particularly at peak times."
The document describes the design of a circular journey ticketing application for Indian Railways. It involves researching the existing circular journey ticketing process, understanding user needs through personas, scenarios and interviews. Key features of the application include route selection, train selection, break selection while ensuring ticket availability. Wireframes were created for the application flow and important screens like route suggestion, station search, itinerary creation and booking. The design focuses on understanding user requirements, providing smart suggestions and options, while giving users full control over their journey planning.
The document describes a proposed carpooling application called CarMate. It aims to address safety concerns, lack of visibility into available rides, flexibility for last minute changes, and lack of insights into savings from carpooling. The proposed solution would allow users to filter by gender, see available rides, adjust pricing or routes dynamically, and view savings analytics. It would also incorporate reviews and ratings of riders and drivers to promote accountability. The document outlines the user flows, from signing up to completing and rating a ride.
An Android app called Pick Me Up allows drivers and passengers going on short journeys to connect for carpooling. The app uses social media integration and geolocation to make carpooling more usable and trustworthy. Drivers can search for passengers going in their direction within a specified radius based on distance or money. Passengers get notified when selected by a driver. User testing found people liked features like social login, quick profiles, and location autocomplete while suggestions included alternative views, easier search changes, and payment integration.
Review of the booking process
TOPICS:
User research, Contextual Inquiries, Interviews, Empathy Mapping
BRIEF
GA team is conducting an end to end review of the booking process for both Passenger and Driver of the current GoCatch mobile application.
CLIENT
GoCatch is the client for the student project for User Experience Design Immersive, General Assembly, Summer Sydney 2014
DURATION
3 weeks
TEAM
Deepa Dhupalia
Michael Shai Hee
Sara Michelazzo
Suhasini Vempati
MY ROLE
Evaluate the current application, mapping user flows, conduct contextual inquiries, conduct interviews, create empathy map, sketch new ideas and storyboards, define the vision, assemble the deliverable.
TOOLS
Omnigraffle, POP App, Camera, audio recorder, Excel, prints, sharpies & paper.
Leveraging on MyTransporter Mobile Apps to Enhance the Quality of Life: A Con...IRJET Journal
This document presents a conceptual mobile application called "MyTransporter" that aims to address issues with public transportation in Malaysia. The application would allow users to request transportation services from registered providers and see provider availability, addressing problems with the current process of finding transportation that wastes users' time. The conceptual solution is analyzed using business model tools including a Business Model Canvas, Value Proposition Design, and Environment Map. A literature review found support for using a mobile app and hybrid platform to make transportation more efficient and accessible. The proposed application aims to save users time and money while providing a platform for transportation providers to advertise their services.
Here are the key takeaways from the user testing of the Start Reservation flow:
- The notification was seen positively as a helpful reminder of the reservation details. The term "copilot" was unclear.
- Users found the sequence of screens straightforward and expected to see information like the car location and details.
- The "Something Wrong? Report It Here" button for damage reporting was intuitive and clear on what to do if there was an issue with the car.
- The layout with icons and steps listed out ("carrots") was liked by users for being clear.
- The timing of when the "copilot" would appear was unclear.
Overall, users found the start reservation flow matched their
1) The document discusses challenges with carpooling and proposes a mobile application called "makeMYride" to help address these challenges. It outlines problems with flexibility, safety, and personal preferences for corporate carpool commuters.
2) The application aims to make carpooling the preferred commute option for 50% of office workers by providing value through cost transparency, safety verification, and user preferences. Key features proposed include one-time registration, continuous feedback, and choice by user preferences.
3) User flows are outlined for first-time registration, booking a ride, selecting pickup/dropoff and car type, receiving driver/vehicle details, confirming the booking, and providing post-ride feedback. Low-fidelity
RideBoom is a mobile app that aims to improve upon traditional taxi and ridesharing services like Uber. It does this through the following key aspects:
1) Only allowing licensed drivers to use the app to provide safer rides.
2) Implementing a referral system that provides drivers additional income when their referred customers or drivers take trips.
3) Enhancing the trip experience for both riders and drivers through features like rider-driver matching, trip tracking, and payment processing directly in the app.
Sharing Economy Service Usage in VietnamDI Marketing
The survey found that:
1) Grab is the most well-known sharing economy brand in Vietnam, with 87% brand awareness, and GrabTaxi has the largest share of the new taxi service market at 39%.
2) Facebook is an effective marketing channel for raising brand awareness, with 61% of respondents saying they learned of these services on Facebook.
3) 49% of consumers choose new taxi services because of their competitive pricing compared to traditional taxis.
This document provides a business plan for TapCab, a taxi ordering smartphone app. It will connect licensed taxi drivers and passengers using GPS technology. The app will allow passengers to easily request the nearest available taxi and see pickup location, cost and time estimates. Drivers will only pay per successful trip booked through the app. The plan outlines revenue streams, target customer segments, value propositions, competition, and financial and marketing strategies. Key aspects include partnering initially with smaller taxi companies to test the app, rapidly expanding to larger companies, and acquiring drivers and passengers through digital marketing and partnerships.
This document presents a project proposal for developing a mobile application for car rental. It discusses problems with existing manual car rental systems, and proposes the goals and objectives of developing a mobile app to allow customers to book vehicles online anytime. It provides an overview of the technical implementation including using Android studio and Firebase backend. It presents block diagrams, user flows, and discusses technical aspects and expected outcomes of the project. The conclusion discusses how this web-based system could help overcome limitations of existing small car rental companies.
This document discusses design issues with the PickMe taxi booking mobile application in Sri Lanka and proposes solutions. Key points:
- The user found issues with payment notifications not clearly showing amounts paid and directory locations sometimes being incorrect.
- Other issues included not being able to book multiple trips at once and lack of vehicle details before requesting a trip.
- Proposed solutions included displaying payment amounts clearly, improving the location directory, allowing multiple bookings, and showing vehicle details upfront.
- Feedback from users on the proposed prototypes showed majority agreement that the solutions would improve the user experience and interface design issues.
Sharing Economy Service Usage In ThailandDI Marketing
This survey studied sharing economy services in Thailand like Grab and Uber. Key findings include:
- Grab is the most well-known brand in Thailand, with 88% awareness. Facebook is an effective marketing channel.
- GrabTaxi leads the new taxi market with 67% share. 43% of consumers cite frequent promotions as their reason for choosing these services.
- 73% use new taxi services for immediate transportation needs. However, 28% are unhappy with careless drivers.
- 79% use new taxi services like Grab or Uber at least once a month, with 52% typically spending $7.5-10 per ride.
- Most intend to continue using these services, but some may
A Complete Guide to Build Online Taxi Booking Software.pptxNilaadvika
Online taxi booking software is a digital platform that facilitates the seamless reservation and management of taxi services through the app. It allows users to book rides, real-time tracking, and make secure online payments. This software streamlines the entire taxi booking process.
To Know More
https://medium.com/@thisisrahul3/a-complete-guide-to-build-online-taxi-booking-software-21c5911b4497
https://www.abservetech.com/uber-clone/
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Quick Ride connects commuters travelling in the same direction in real-time and schedules the rides instantly for an immediate ride, or even well in advance for upcoming rides. You can also view the users going in the same direction and connect.
I had applied for the Uber APM 2019 Program in July 2018. I was asked to submit a HackerRank exercise, with a presentation/document with product ideas that can improve the Uber experience. Wireframes created on www.mockflow.com
A Complete Guide to Build Online Taxi Booking Software.pdfNilaadvika
Online taxi booking software is a digital platform that facilitates the seamless reservation and management of taxi services through the app. It allows users to book rides, real-time tracking, and make secure online payments. This software streamlines the entire taxi booking process.
To Know More
https://medium.com/@thisisrahul3/a-complete-guide-to-build-online-taxi-booking-software-21c5911b4497
https://www.abservetech.com/uber-clone/
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Tripda: Consumer Journey for Drivers and Passengers
1. Description
1. Recurrent ride
2. Round trip
3. Stopping Points vs Price per passenger
4. Color scale in choosing the value
5. Payment preference
6. Meeting points and other details
7. Hand baggage
8. Promo code
Occurrences
The ride is offered primarily at Tripda but it is not unusual to
use Facebook. Some users stated that Facebook is more
agile to talk and match details, so they use it in cases with
greater urgency when they need to find someone at the last
minute.
The ride is usually registered in some free time of the user,
wether it is a break from work or when the user get home
later in the day.
There is always planning ahead for the travel independently
of its reason.
Within this planning is the definition of dates, times,
meeting point and arrival. Only after this step they perform
the register.
Because the registry is always done in a calmer moment,
they use the Desktop to do it, but it is not uncommon for
users to use the mobile, although they claim it is more
complex and have limited resources, e.g. autonomy in the
price.
9. Phone display
10. Message exchange forms
11. Using the App for message exchange
12. Message via App vs Messagem via Website
The communication process between driver and passenger
happens through several means, messages via Tripda
(Desktop and Mobile), SMS, E-mail and Whatsapp. After
receiving the request for the ride, communication continues
by different means, where they deem most efficient. In this
process Tripda does not have much condition to interfere or
prevent users to communicate by other means. The ideal is
to adapt to this fact and try to workV out a feature that
adds value to the user at this point or not interfere in any
way.
This is the most painful step for the driver because they talk
to different people with different profiles and needs, and
especially with varied questions. They spend a lot of time
sending and receiving messages.
13. Passenger selection criteria
14. Automatic acceptance
15. Not receive request
16. Cancel at the last minute
17. Confirmation by phone or message (Whatsapp or SMS)
18. Replacing passenger
19. Ride empty on the website, full in practice
20. Ride full on the website, empty in practice.
21. Using the app at the meeting point
The smaller the experience with the service, the greater the
level of concern about who is requesting a ride. Many of
them have already joined the service with almost no
concern. All depends on how and who provides the service
to the user.
As the user is getting involved with the service, the fear
fades almost completely and thus the selection criteria,
which basically consists of: order of arrival and if have take
a ride previously.
Talk to interested passengers, ask questions and manage
confirmations and cancellations is a major task of drivers.
It is inevitable that the driver is contacted via different
channels for the same ride. As previously reported, after
establishing the first contact with the passenger it is natural
that they maintain communication by other means than the
Tripda, using the system as a seat disclosure panel. This
becomes even more complex for the drivers to manage their
rides as the occupation control and release of seats in the
car cannot be done on the system, forcing them to create
their own methods of organization.
“Requires a time, it is my second job. Time to check out
the rides, to evaluate, to talk to people with message
exchanges.” “(...) it is not because field is mandatory that users fill
out the same way, some drivers put street, others the
subway and others just the city, so it is quite varied (…)”
The meeting point is determined by the drivers but the level
of each user determines the way and the flexibility of how
this issue is handled.
Moderate drivers are less accurate in describing the meeting
point and have more flexibility in negotiating, often perform
large deviations.
Drivers with advanced profile are more stringent and choose
points that benefit them and always think on the route of
travel. That is why they describe clearly and guide the
passenger to the exact location of the meeting.
Even with these differences in behavior, yet both profiles
need to exchange phone messages, Whatsapp, website or
app to clarify and ask questions of the new passengers or
who do not know the meeting point.
The trip is the step of satisfaction and completion of the
entire process that involves getting all the necessary
passengers. The driver is always very tense during the
process, because while the passenger does not reach the
meeting
point is his responsibility to bear the costs of those missing
and to ensure that other passengers of the trip is made as
agreed. For this reason the trip gives the sense of “mission
accomplished” to the driver.
During the trip there are no significant occurrences and in no
time Tripda is needed be triggered.
All drivers agree on the importance of receiving feedback,
both for them and for passengers.
Moderate drivers often use the ratings as a secondary
criterion but not least at the moment to accept them on their
trip. However, they do not usually fill the evaluations, they
find the process complex because they have to do in a
posterior time and devote exclusive time to this. It is
necessary to remember exactly each passenger and they do
not see enough benefit to dedicate this time later.
Most advanced drivers do not observe this criterion when
selecting a passenger, but know the importance of their
evaluations and so they are also concerned with evaluating
the passenger.
These differences occur because of the level of involvement
with Tripda and the frequency of system use. The advanced
driver uses the system frequently and thus have more
availability to perform the evaluations.
As well as the meeting point is determined by the driver, the
arrival point is too.
The same logic repeats, moderate level drivers allow greater
flexibility and negotiate the arrival point, the advanced
profile drivers are more strict and are clear and explicit in
their ride disclosures.
At this stage of the process, it were not identified significant
occurrences in the process.
No occurence was observed or reported.
22. Absence of Tripda during the trip
23. Traveling with a stranger
24. Taking security measures
25. It requires a dedicated time
26. It is not practical
27. Asks to be done several times for the same passenger
Device
Before During After
Very Good
Good
Bad
Very bad
REGISTER / DISCLOSE THE RIDE TALK TO THE CANDIDATE CHOOSE THE PASSENGER MANAGE RIDES MEET THE PASSENGER TRAVEL LANDINGPAYMENT EVALUATE THE PASSENGER
Experience Flow: Driver
Reading
to 3
occurrences
4 to 6
occurrences
7 to 9
occurrences
No driver claimed have experienced any problem with
receiving payment, only specific cases of people who came
with card, they asked to stop to withdraw money or had no
money exchanged.
Generally, online payment is well seen but drivers prefer to
receive cash in case they need to use the money while
traveling in a specific situation. Online payment in their view
bureaucratizes the relationship, it is more checks to be made
by the driver and they are very afraid of how will the
formalities in case of waive.
A driver highlights the fact that if online payment exists, it is
because there is an intention to charge one of the two
process ends (driver or passenger), and this is not well seen
by drivers, mainly because they believe that already charge
viable minimum value.
Another driver believes online payment method can minimize
the number of cancellations by being paid before.
Making this balance, they see as positive is online payment
is an alternative to be used and administered by the driver
when the driver chooses, but not as a rule.
At this stage of the process, it were not identified significant
occurrences in the process.
No occurence was observed or reported.
2. Description
1. Sorting by date and time
2. Rides repeated of the same driver or very low prices
3. Price is a tertiary criterion
4. Direct contact - seats disclosure panel
5. Prefer for known people
6. Information about the car
7. Facebook as a competitor
Occurrences
This is the most important time for the passenger to use
Tripda system. This is the only step of the process in which
passenger uses other means only when there not any offer
that meets their needs in a timely manner or in emergency
situations.
The demand for rides happens with some advance of the
trip and it is at this moment when the passenger search for
offers that meet their needs and start dialogue with drivers
to answer questions.
This process of finding the ideal ride is not so practical
because the system does not display the information in the
way which passengers are mentally and practically
organized. The information is not displayed in the interface
with the same priority criteria that passengers classified as
priority for them.
Regardless of the passenger level and clarity of information
in the notice in most cases passenger will only feel
comfortable when talking to the driver.
This conversation is necessary in almost all cases, primarily
for removal of small doubts, clarifications or any request by
the passenger.
Passengers usually start contact via the Tripda system,
others start by other means of their choice. Often the driver
guides in the ride notice how they would like to be
contacted.
Even when the contact starts by Tripda system, users
migrate to other means of their preference that bring more
agility and better fits their routine. This is something that
Tripda can see as problematic, but it is important to respect
the user freedom so that they interact with Tripda at times
they deem essential, and it is at these moments that Tripda
must be prepared to offer a positive experience.
8. Remove doubts and confirm information before
request a ride
9. Exchanging messages by app
10. Use phone (calling, Whatsapp, SMS)
11. Receive no answer
12. Setting meeting point and landing
13. Does not keep frequent contact with the driver
16. Confirmation of driver or passenger
15. Confirmation via Tripda website
14. Confirmation by phone or message (Whatsapp ou SMS).
17. Cancellation of ride
by driver
18. Cancellation of ride
by passenger
19. Excessive number of people to travel
20. Use the app to confirm information
For the same reasons of the previous topic, systemic
confirmations are not enough to keep any of the two parts
comfortable (passenger and driver).
Confirmations are made by the same channels chosen to
keep in touch, and this has significant reflection at the
interface and user experience.
When confirmations are made through direct contact with
the driver, passengers not always return to Tripda system to
send confirmations. This process is the cause of the
problems that drivers have to manage their rides, these
problems are described and discussed in the analysis of the
drivers experience flow.
When a passenger cancels its presence in a ride the driver
needs to find someone else to replace him/her. Similar to the
step “Confirm ride”, this cancellation in most cases is only
communicated to the driver by the same channel where they
kept in touch, and no attitude is taken into the system by
passengers.
Not unlike the confirmation of the ride, this behavior is the
focus of the problem that the driver faces to manage their
rides and release a new seat within the ride previously
noticed.
Passengers always know clearly or have the necessary
information to locate the meeting point. They get this
information in the seat notice or talking to the driver and
taking off their doubts before the trip.
The biggest difficulty for a passenger is to find the car or
identify who is the person who will give the ride. Therefore
sometimes the passengers turn to app or a message on the
phone to get some information that assists in the
identification of the car or the driver.
The trip is a stage that Tripda has no influence and those
involved do not really expect any interaction or intervention
by Tripda this time.
No user mentioned feeling uncomfortable to travel with a
stranger, this feeling is present only in the first trips.
The evaluation of the driver is always a criterion to be
considered when the passenger is looking for a ride, but at
the time to make an evaluation passengers are not very
motivated to do.
Advanced passengers see the importance of this and also
because they access more frequently Tripda system, they
perform more evaluation. Moderate passengers perform less
because they do not have motivation to return to Tripda
system only to carry out this evaluation.
Landing is a smooth process for the passenger. All informa-
tion and questions are referred at the moment of chat and
confirm with the driver. Even when a passenger intends to
request a small deviation, it is negotiated before with the
driver. In some cases passenger requests along the way
some small deviation or an alternative way that may favor
the his/her anticipated landing.
No occurence was observed or reported.
21. Traveling with strangers
22. Take few safety measures
23. They do not consult the app during the trip
26. Mistrust with online payment
25. Absence of clearer information if they need to take change
24. Payment made during the trip
28. Repeated request to evaluate the same person
27. Obligation to describe a comment
Device
Before During After
Very Good
Good
Bad
Very bad
SEARCH / CHOOSE A RIDE TALK TO THE DRIVER CONFIRM THE RIDE CANCEL THE RIDE MEET THE DRIVER TRAVEL LANDINGPAYMENT EVALUATE THE DRIVER
Experience Flow: Passenger
Reading
to 3
occurrences
4 to 6
occurrences
7 to 9
occurrences
Passengers are comfortable with the current payment
process, some small improvements can minimize minor
discomforts occurred due to lack of passenger information.
The inclusion of online payment at first is seeing as positive,
but it is clear that users care about how this process will be
inserted into the current flow and the impact of that for
passengers.