Introducing Wait Timer
Overview
Introducing a wait timer for Rapido Auto drivers to improve on time pickups by solving the underlying issue of transparency and rider trust.
Why does this matter?
We observed that many rides were not started until the customer called the captain, leading to consistent pickup delays.
Driver feedback revealed concerns around wait time payments
Reviewing customer support calls revealed a deeper gap in trust and transparency around how drivers are compensated for waiting time.
TImeline
1 month (100% Release)
Team
1 PM, 1 Designer, 2 Frontend
What problems do doctors face?
At a high level, the calls revealed two recurring problems: drivers were not starting the ride on time, and customers frequently called to check whether the driver was on the way.
Transparency
After speaking with the captains, we realized the product was not clearly communicating how waiting charges worked. The app failed to explain that drivers are compensated for the time they spend waiting at the pickup point.
trust
The lack of transparency created a breach of trust, with captains feeling that their waiting time compensation was being deducted from their earnings.
The trust gap significantly contributed to delayed pickups, with captains relying on customer confirmation before moving toward the pickup point.
What does the old experience look like
Ideations
Ideations
Impact & Learnings
chat support
Overall ride start delays reduced by 30 %. When isolating captain driven delays, the reduction was even stronger at 60 % , indicating improved behavioural alignment.
drop in chat per order
Support chats per ride dropped from 1.1 to 0.6, reflecting better clarity in the experience. However, customers continued sending manual confirmation messages to captains, highlighting an opportunity to proactively communicate that the captain is on the way.
Home
Introducing Wait Timer
Overview
Introducing a wait timer for Rapido Auto drivers to improve on time pickups by solving the underlying issue of transparency and rider trust.
Why does this matter?
We observed that many rides were not started until the customer called the captain, leading to consistent pickup delays.
Driver feedback revealed concerns around wait time payments
Reviewing customer support calls revealed a deeper gap in trust and transparency around how drivers are compensated for waiting time.
TImeline
1 month (100% Release)
Team
1 PM, 1 Designer, 2 Frontend
What problems do doctors face?
At a high level, the calls revealed two recurring problems: drivers were not starting the ride on time, and customers frequently called to check whether the driver was on the way.
Transparency
After speaking with the captains, we realized the product was not clearly communicating how waiting charges worked. The app failed to explain that drivers are compensated for the time they spend waiting at the pickup point.
trust
The lack of transparency created a breach of trust, with captains feeling that their waiting time compensation was being deducted from their earnings.
The trust gap significantly contributed to delayed pickups, with captains relying on customer confirmation before moving toward the pickup point.
What does the old experience look like
Ideations
Ideations
Impact & Learnings
chat support
Overall ride start delays reduced by 30 %. When isolating captain driven delays, the reduction was even stronger at 60 % , indicating improved behavioural alignment.
drop in chat per order
Support chats per ride dropped from 1.1 to 0.6, reflecting better clarity in the experience. However, customers continued sending manual confirmation messages to captains, highlighting an opportunity to proactively communicate that the captain is on the way.
Home
Introducing Wait Timer
Overview
Introducing a wait timer for Rapido Auto drivers to improve on time pickups by solving the underlying issue of transparency and rider trust.
Why does this matter?
We observed that many rides were not started until the customer called the captain, leading to consistent pickup delays.
Driver feedback revealed concerns around wait time payments
Reviewing customer support calls revealed a deeper gap in trust and transparency around how drivers are compensated for waiting time.
TImeline
1 month (100% Release)
Team
1 PM, 1 Designer, 2 Frontend
What were customers calling about?
At a high level, the calls revealed two recurring problems: drivers were not starting the ride on time, and customers frequently called to check whether the driver was on the way.
Transparency
After speaking with the captains, we realized the product was not clearly communicating how waiting charges worked. The app failed to explain that drivers are compensated for the time they spend waiting at the pickup point.
trust
The lack of transparency created a breach of trust, with captains feeling that their waiting time compensation was being deducted from their earnings.
The trust gap significantly contributed to delayed pickups, with captains relying on customer confirmation before moving toward the pickup point.
What does the old experience look like
Ideations
Final Design
Impact & Learnings
ON TIME PICK UP
Overall ride start delays reduced by 30 %. When isolating captain driven delays, the reduction was even stronger at 60 % , indicating improved behavioural alignment.
drop in chat per order
Support chats per ride dropped from 1.1 to 0.6, reflecting better clarity in the experience. However, customers continued sending manual confirmation messages to captains, highlighting an opportunity to proactively communicate that the captain is on the way.