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If you were the PM for Lyft, what dashboard would you build to track the health of the app?

  • Related to Metrics
  • For Data and AI PM
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Answers (2)

I’d do the following to answer this metrics question.

If I were the PM at Lyft, i will track of the following metrics on my dashboard:

Buyer Side:

  1. Number of New Downloads/Lazy Registrations
  2. Number of New first users(Activation)
  3. Number of Total active users- DAU, MAU (Active Users)
  4. Kms driven- Daily average, weekly average, monthly
  5. Monetisation
    1. ARPU
    2. Number of Rides
    3. Number of Rides/No of Active Users
    4. Number of cancellations
  6. Product Related
    1. Users and ARPU of Rental product
    2. Users and ARPU of Share Product
    3. Users and ARPU of Lux Product
    4. Users and ARPU of Bikes/Scooter Product
    5. Avg ETA Arrival per trip
    6. Avg Customer Ratings
Driver Side:
  1. No. of New Drivers onboarded
  2. No. of Active Drivers/Driver Churn
 3. Kms driven per Active Driver
 4. No. of Rides per active Driver
 5. Avg Driver Ratings
 6. Avg time between 2 successive trips per driver
 7. trips cancelled / total trips as a percentage for each driver
8. Avg Commissions per driver
Product Related:
 1. No. of customer support calls/tickets
 2. No. of Location Sharing or safety feature usage rides
 3. No. of Active Drivers per MAU Active User
 4. No. of App Crashes
  1. Describe Lyft:

Lyft is a ride sharing app comprising of riders and drivers. One can have personal and business accounts on Lyft.

  1. Clarify Business Objective or Goal of Lyft :
    1. Question : Which Lyft app are we talking about? Rider App or Driver App (Assume Rider)

Primary goal should be Monetization and Retention. Secondary goal Awareness, Acquisition, Activation in new markets.

Target:

  • Riders
    • Personal
      • Office Commuters/Young Professionals
      • Weekend Riders
      • Travelers to a new city/town
    • Business
      • Business travel riders (to from airport/hotel)
  • Drivers
  1. Key actions for
    1. Riders: Registering, booking ride, boarding rider, completing ride, payment and tips, feedback, rating
    2. Drivers: Registering, Driving, accepting rides, declining rides, picking up rider, completing ride, ratings

 

  1. Relevant Phases of customer Journey in Lyft and Metrics to measure in each phase :
    1. Customer Journey Phase User Behavior Metrics to Track
      Awareness    
      Acquisition New Users registering/signing up on Lyft in existing/new markets % monthly growth in new riders signing up on the app

      # new riders signing up on the app
      Activation New riders booking their first ride % monthly growth in riders booking their first ride

      # riders booking their first ride per month
      Engagement Users active on the app DAU, MAU, WAU

      % change in # rides booked per month
      Monetization Value of rides being booked, distance/time of ride $ value of rides booked monthly

      % change in $ value of rides booked

      Average Revenue per User
      Retention How often are users returning to the app # repeat users

      % users who return to the app

      % change monthly in # returning users
      Referral Users referring friends % change in referrals

 

Additional metrics to track health :

  1. Rider: % change in # cancelled rides
  2. Driver: # rides accepted, completed, declined, % change in # accepted, completed, declined rides