For ride-hailing platforms, safety and trust are as crucial as convenience and affordability. Recognizing this, the product team at Rapido prioritized enhancing ride safety, addressing concerns related to late-night travel and unfamiliar routes, ultimately ensuring a secure experience at every step of a passenger’s journey.
The product manager and the team are featured as one of Upraised's top 50 Game Changers in 2024.
The Problem: Safety Challenges in Rides
Ride-hailing services often faced issues such as unexpected route deviations, stationary vehicles, and increased anxiety during late-night travels, leading to:
- Passenger Anxiety: Riders feeling unsafe or uncertain during trips.
- Captain-Customer Friction: Differences in route preferences causing friction.
- Limited Trust: Users questioning the reliability and safety of ride-hailing services.
The Solution: Rapido's Safety-Driven Innovation
Rapido introduced an advanced safety solution that includes:
- Late-Night Check-ins: Automated safety check-ins between 10 PM to 5 AM reassure passengers at the end of rides.
- Route Deviation Alerts: Real-time notifications alert passengers if a driver deviates from the recommended path.
- Immediate Assistance: Passengers can instantly seek help or correct the ride route as needed.
- Enhanced Captain Training & Screening: Comprehensive safety-focused training ensures captains consistently prioritize passenger comfort and security.
The Impact: Elevating Trust and Retention The implementation of these safety measures significantly boosted user confidence, resulting in:
- Reduced Passenger Anxiety: Users gained a stronger sense of control and security during their rides.
- Improved User Retention: Enhanced safety features encouraged passengers, especially women, to repeatedly choose Rapido over competitors.Positive Word-of-Mouth: Users actively recommended Rapido, organically growing the platform’s user base.
The Team Behind This Feature
Saurabh Misal- Senior Product Manager
Saurabh noticed that customers needed more safety and trust while using Rapido. Concerns over route deviations, stationary vehicles, and late-night rides made riders feel uneasy. Saurabh and team saw an opportunity to build a proactive safety stack- real-time ride monitoring, instant alerts, and captain training. Now, customers feel more secure, leading to increased trust and organic growth.
As a part of Upraised’s Game Changers, we're on a mission to celebrate high-impact problem solving & celebrate the individuals who brought these innovations to life.
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