CQ:

1. What’s the goal -> improve commuting experience for senior citizens

2. Are we focussing on any specific type of ride like pool, solo in car, bike etc. -> consider solo in car

3. Any specific geography -> India

4. Any constraints or timelines for the product launch -> NA, consider 3 months to be the time

5. Long distance/short distance -> I leave it to you

Summarise -> we need to design a car based mobility solution for citizens in India

User Persona:

1. Senior citizens

   1. Intra city -> prioritising for this user base as the frequency of occurrence would be high

   2. Inter city

2. Driver

3. Sponsors

Use cases/Pain Points:

1. Before booking

   1. Technology awareness in terms of operation to book a ride -> H impact basis the frequency of occurrence and unmet needs

   2. Cancellation is a problem

   3. Frequent calls from the driver to check the location can be distraction

   4. Driver not being nearest to the location can create additional hassle -> L-M impact basis unmet needs, L-M frequency of occurrence as these days the drivers do come to the location

   5. Getting inside and getting out of the vehicle may require assistance (issue could be awareness about the area, physical disability) -> M-H impact assuming we are designing an intra intra-city and many citizens would be aware of the locality. Physical assistance might not always be applicable but can be a delight feature

2. While commuting

   1. Would want a smooth and safe ride

   2. Cleanliness & hygiene

3. After commute

   1. Might prefer cash to make payments

   2. Resolution of issue if any with the ride

Would want to solve for the above 1a & 1e and other ride feature can remain pretty much standard like we have for non-senior citizens. In 3 months of launch timeline, we can solve for above two

Solutions:

1. Technology awareness

   1. Multi-language

   2. Voice support to book a ride over app -> P0, H impact, H effort considering multiple languages, accent; we can target the most used local language to begin with

   3. Make a call to book a ride

2. Assistance during boarding & de-boarding

   1. App to give a description about the area before boarding & deboarding

   2. Let rider submit assistance requirement during ride booking which can be offered while commuting -> P0, M-H impact, L-M effort

Metrics:

1. North Star: Number of rides taken by senior citizens

Feature Metrics:

1. Acquisition: # & % senior citizen sign ups with daily, weekly, monthly trend

2. Engagement:

   1. %WAU among senior citizen base

   2. %rides booked via voice support out of total rides booked

   3. % rides attempted vs booked via voice support

   4. % rides wherein assistance was required

3. Retention:

   1. Monthly churn rate

   2. Reactivation rate from the churned base

   3. Avg weekly ride taken by a reactivated user vs a regular WAU

Trade Offs:  If the option available to senior citizen is also used by non-senior citizens who use their credentials to book a ride then it might lead to loss of resources