Rebuilding Rapido Captain App’s Earnings Screen
Switching from old screens to the new, creating an enhanced visual design and user experience for our Captains
Rapido, India’s largest bike taxi service is growing in terms of revenue and closing in on half a million rides per day. With multiple booking requests landing on Rapido Captain’s mobile screens, daily earnings needed to be well defined for a better user experience. Yes, it tabulated monthly earnings however the older version failed to resolve a very key issue at hand — Rapido Captain’s daily payments were not well structured which also messed around a lot with users at the time of extracting payments.
To sum it up, the UI/ UX needed an upgrade.. and soon!
Why, you say?
Rapido Captain’s needed a simplified earnings screen. What they required was a break-down of their payment cycle and daily payments along with an easy extraction method.
Our challenges :-
- One of the major issues faced with the previous screen style was a concern that riddled us for a while — the product was not scaling well to new business use cases.
While the earliest iteration of the Rapido Captain App was designed for a simple link service(Bike taxi), our services had grown to include other businesses as well — B2C and B2B (Food delivery and logistics) , and also market-specific experiences such as cash and online paid rides. - The earlier weekly payment cycle failed to give a clear picture of the transactions. Multiple clicks made navigating to daily and weekly earnings really cumbersome for Rapido Captains.
Any redeemable amount or penalties had low visibility which shadowed the transparency as well.
We realised that the “ heart of the app” was broken and a quick fix was needed immediately.
Research and then some more
A thorough research went into developing a new experience for the end-user — The Rapido Captain.
So we executed some on-ground research to engage in real-time feedback and gain some perspective too. This is what Captains had to say:-
“I can’t understand the current redeem flow”
“I don’t know how to track my earnings”
“ I would like to know more about my present-day order details and history ”
“ I am unable to compare all my monthly earnings”
Empathizing with our user base
Intuition based design converts data-driven interface and makes it more easily available to the audience which in turn helps in tackling unfamiliar circumstances. This was the key that unlocked a sea of redesign opportunities for us.
Ideation
A product meeting usually involves all stakeholders where we have an open discussion on the problem statement and strive for a better solution in favour of our user base.
80% of our Captains failed to calculate their daily earnings and the earnings flow incapacitated issues that needed to be urgently addressed.
From a design perspective, we took the intuitive design approach for a better workflow and seamless experience.
Design
Wireframes
Outcomes
The app did exceptionally well with our users. All our core metrics had improved. We got rid of a major chunk of issues that revolved around the discoverability of products and first-time user onboarding issues were tackled to a large extent. What these modifications brought about for us, were commendable.
Let’s take you through each one of them:-
- Removed multiple clicks
- Improved UX
- Lesser clicks
- Less distress calls to customer care
- Better transparency
- 38% increase in transactions from the app
- Increase in user engagement, active users, and retention
- 52% decrease in calling captain care support for the earnings-related issue.
- The app rating went up from 3.8 to 4.2- 34% decrease in-app download size.
This move has not only boosted traction but was well received by the Captains. Users extended their feedback on social media and even on the Play Store to post in a good word about the new screens.
We, at Rapido are always up for experiments that help in renovating our designs and amp-up the user experience.
