Taxy is an Indian fictional ride-hailing company that offers peer-to-peer ride-sharing (like Uber). Taxy would like to improve their customers’ experience by educating and training their drivers on providing exceptional customer service.
As the company offers peer to peer ride hailing services, drivers don’t undergo any official training to ensure that they provide a seamless customer experience. In order to do this, Taxy would like to educate its drivers on 4 key topics: Traffic rules, Driving Etiquette, Safety & Dos and Donts.
- Drivers are of different literacy levels
- Drivers are of different economic backgrounds
- Drivers may need customized training
- Drivers need to be encouraged to have the motivation and passion to become better service providers
- Drivers may not have enough time to invest in training
The user in this case is the driver. To simplify the design process, I have selected a single user persona to base the solution on. This is the user persona with the maximum number of limitations and therefore it is assumed that a solution that is compatible with this persona, would most likely be compatible with other user personas for this case.
Ramesh, 45 | Sole income earner | Secondary school graduate, Literate | Low income household
Designing A Solution
Key points to be considered while designing the solution:
Focus on providing image and video content
Why: To ensure that the training material is accessible by users of all literacy levels.
Provide training on a mobile app
Why: To ensure that the training material is accessible by users of all economic backgrounds. Drivers need a smart phone to accept ride bookings. Providing training on a mobile app would ensure that no additional training equipment is required by users.
Provide options for training material to be accessed in regional languages
Why: India is a vast diverse country with multiple official languages. Providing content in regional languages ensures content accesibility by all users.
Allow drivers to increase their fare rates if they are able to provide a seamless customer experience
Why: Providing an incentive would encourage drivers to undertake training to become better drivers.
Offer short lessons
Why: To ensure that users are able to include training within their busy schedules.
Delivering The Solution
STEP 1: When a driver signs up to drive for Taxy, he will complete a quiz that test his knowledge on Traffic rules, Driving Etiquette, Safety & Dos and Donts. Based on his answers, the topics of content that need to be targeted at him will be determined.
STEP 2: The first instance where training is delivered is when the user logs into the app to accept a ride.
STEP 3: Drivers are delivered targeted content using push notifications based on customer reviews.