DP<>Rider Tipping Feature
To Enhance Driver Partner (DP) earnings by introducing a tipping feature that allows riders to express appreciation for exceptional service.
Introduction
In the competitive landscape of ride-hailing, driver partners play a crucial role in delivering exceptional service that enhances the overall rider experience. Recognizing and rewarding their efforts is essential for maintaining motivation and satisfaction. To support this, we integrated tipping into the platform, this not only empowered drivers to increase their earnings but also foster a culture of appreciation and better service quality, ultimately enhancing the ride-hailing experience for both drivers and riders.
Competitor Analysis
Zomato:
Daily 1-2% of the orders have tip for the delivery partners.
Uber USA:
25% of the rides used to get tip.
40% of the unique riders used to tip, 60% didn’t tipped.
1% used to tip in every ride.
Drivers with a 5-star rating are tipped close to 50% more often than those with a 4.75 rating.
Riders who have a 5-star rating tip more than twice as often as those with a 4.75 rating and when they do tip they tip nearly 14% more.
Tips tend to be highest for airport and business trips.
Our User:
Looking at our users we have 12-13% users who are power users and mostly take airport/business trips.
Multiple Iterations
Worked on different levels of iterations and gathering insights from driver partners and customers to when they feel like tipping the DPs.
Feature Solutioning
For Riders:
As a rider, I want a friendly introduction to the tipping feature, explaining its benefits and how it supports DPs.
As a rider, I want the ability to tip my DP at the end of the ride as a gesture of appreciation.
As a rider, I want the flexibility to tip my DP from past rides within 30 days of the trip end.
For Driver Partners:
As a DP, I want a clear and concise introduction to the tipping feature, emphasizing its potential impact on my earnings.
As a DP, I want a breakdown of tips received for each trip in the Trip History section of the app.
As a DP, I want a summary of weekly tips in the payout section for better financial tracking.
Metrics Achieved
2% of daily trips being tipped with average weekly tipping about is ~3 lakhs.
65.56 Rs average tip per ride.
60% of the total BluSmart DPs receiving at lease one tip a week.
