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Booking the
Service
List available
options and
price
Indicate time
taken for start
of service
Flexibility to
set pickup
location (with
favourites)
Pre-booking
After Service
support
Experiencing
the Service
Clean and
safe cabs
Polite drivers
Billing
Payment with
cash, ewallets and
credit cards
Rating and
feedback
system
Improving
Share of voice
and mind
Notifications
of current
promotions
Promote
share of voice
with invite
system
Feature
Offering offline mode
in mobile app
Benefit
Existing target
customer can
continue to use OLA
Value captured
Providing convenient
& reliable OLA
service offline
Feature
Offering options for
cancellation and
rating based on
cancellation
Benefit
Improved
accountability by cab
drivers and
customers
Value captured
Improved service
Currently, there are many last hour cancellations that are leading to
greater consumer dissatisfaction. While prevention this problem is not
possible at all times, we can provide customers option to share a cab,
ride later, ride now or even rate driver who did not show up. Driver
/customer can be rated based on no-shows too
This features increases accountability from driver/customer end and is
the right way for OLA to start to responding to cancellation issues .
Currently, on an
average, 250 air
passengers use cab
service to get to
airport per hour in a
metropolitan city.
Out of these, 10
customers might not
have access to
internet in their
smartphones on
arrival to their
Feature
Current session
notification within
app/notification tab
Benefit
Improved access to
info on current
session/service
Value captured
Improved customer
experience
Currently, once the service is booked, the limited status of the service
can be seen within the app under the My Rides tab. The customer
has limited access to trip details including trip distance, current billing
or ETA of destination. This along with small perks like drinking water,
mobile charging can help improve customer service experience.
This features allows the user to easily access the current booking and
helps reduce unwarranted cancelation or duplication of the booking.
In-app Notification
Notification in the
notification bar