Case study
Enhancing passenger communication for high-capacity vehicles
Overview
Shuttlers’ traditional communication protocol allowed passengers to contact drivers directly, but for high-capacity vehicles with 16+ passengers, this system became overwhelming for both passengers and drivers.
The driver was unable to effectively manage communication with all passengers during the ride, and passengers struggled to get in touch with the driver. To address this, we introduced a new communication protocol, prioritizing the marshal’s contact and ensuring smoother communication throughout the trip.
Old trip summary screen
Scope
My goal was to redesign the communication process for high-capacity vehicles by ensuring that passengers could easily contact a designated marshal instead of the driver. I worked on improving the rider app interface to prioritize the marshal’s contact and deprioritize the driver’s contact. This change was aimed at reducing the stress of communication for both passengers and drivers, especially when drivers were in motion or unable to answer calls.
Pilot and Marshal roles in high capacity vehicles
Execution
To address the communication bottleneck, I designed an experience where the marshal’s contact was made the primary point of contact for passengers. Marshals, who assisted passengers throughout the trip, were now the key point of communication.
In the rider app, I updated the interface to make the marshal’s contact more prominent while still giving passengers the option to contact the driver if necessary. This allowed the driver to focus on the trip itself without being distracted by multiple passenger inquiries.
New trip detail screens
Outcome
The changes led to a 30% reduction in passenger complaints, as communication was streamlined and passengers were able to contact the marshal more easily. Marshals were better equipped to handle the communication needs of passengers, leading to smoother trips. This also improved the driver’s focus on the road, making the overall experience more efficient and less stressful for both operations and riders.