1. The document describes the experiences of drivers and passengers using a ridesharing service. It discusses the various steps in their processes, from finding and booking rides to communicating, meeting, traveling, and providing feedback. 2. Drivers spend significant time communicating with passengers through multiple channels to arrange details, accept rides, and manage their schedules. Passengers also frequently move discussions with drivers off the app. 3. Both drivers and passengers see the importance of evaluations but drivers are less likely to take the time to provide them after each ride while passengers may forget to evaluate drivers.

1. Description
1. Recurrent ride
2. Round trip
3. Stopping Points vs Price per passenger
4. Color scale in choosing the value
5. Payment preference
6. Meeting points and other details
7. Hand baggage
8. Promo code
Occurrences
The ride is offered primarily at Tripda but it is not unusual to
use Facebook. Some users stated that Facebook is more
agile to talk and match details, so they use it in cases with
greater urgency when they need to find someone at the last
minute.
The ride is usually registered in some free time of the user,
wether it is a break from work or when the user get home
later in the day.
There is always planning ahead for the travel independently
of its reason.
Within this planning is the definition of dates, times,
meeting point and arrival. Only after this step they perform
the register.
Because the registry is always done in a calmer moment,
they use the Desktop to do it, but it is not uncommon for
users to use the mobile, although they claim it is more
complex and have limited resources, e.g. autonomy in the
price.
9. Phone display
10. Message exchange forms
11. Using the App for message exchange
12. Message via App vs Messagem via Website
The communication process between driver and passenger
happens through several means, messages via Tripda
(Desktop and Mobile), SMS, E-mail and Whatsapp. After
receiving the request for the ride, communication continues
by different means, where they deem most efficient. In this
process Tripda does not have much condition to interfere or
prevent users to communicate by other means. The ideal is
to adapt to this fact and try to workV out a feature that
adds value to the user at this point or not interfere in any
way.
This is the most painful step for the driver because they talk
to different people with different profiles and needs, and
especially with varied questions. They spend a lot of time
sending and receiving messages.
13. Passenger selection criteria
14. Automatic acceptance
15. Not receive request
16. Cancel at the last minute
17. Confirmation by phone or message (Whatsapp or SMS)
18. Replacing passenger
19. Ride empty on the website, full in practice
20. Ride full on the website, empty in practice.
21. Using the app at the meeting point
The smaller the experience with the service, the greater the
level of concern about who is requesting a ride. Many of
them have already joined the service with almost no
concern. All depends on how and who provides the service
to the user.
As the user is getting involved with the service, the fear
fades almost completely and thus the selection criteria,
which basically consists of: order of arrival and if have take
a ride previously.
Talk to interested passengers, ask questions and manage
confirmations and cancellations is a major task of drivers.
It is inevitable that the driver is contacted via different
channels for the same ride. As previously reported, after
establishing the first contact with the passenger it is natural
that they maintain communication by other means than the
Tripda, using the system as a seat disclosure panel. This
becomes even more complex for the drivers to manage their
rides as the occupation control and release of seats in the
car cannot be done on the system, forcing them to create
their own methods of organization.
“Requires a time, it is my second job. Time to check out
the rides, to evaluate, to talk to people with message
exchanges.” “(...) it is not because field is mandatory that users fill
out the same way, some drivers put street, others the
subway and others just the city, so it is quite varied (…)”
The meeting point is determined by the drivers but the level
of each user determines the way and the flexibility of how
this issue is handled.
Moderate drivers are less accurate in describing the meeting
point and have more flexibility in negotiating, often perform
large deviations.
Drivers with advanced profile are more stringent and choose
points that benefit them and always think on the route of
travel. That is why they describe clearly and guide the
passenger to the exact location of the meeting.
Even with these differences in behavior, yet both profiles
need to exchange phone messages, Whatsapp, website or
app to clarify and ask questions of the new passengers or
who do not know the meeting point.
The trip is the step of satisfaction and completion of the
entire process that involves getting all the necessary
passengers. The driver is always very tense during the
process, because while the passenger does not reach the
meeting
point is his responsibility to bear the costs of those missing
and to ensure that other passengers of the trip is made as
agreed. For this reason the trip gives the sense of “mission
accomplished” to the driver.
During the trip there are no significant occurrences and in no
time Tripda is needed be triggered.
All drivers agree on the importance of receiving feedback,
both for them and for passengers.
Moderate drivers often use the ratings as a secondary
criterion but not least at the moment to accept them on their
trip. However, they do not usually fill the evaluations, they
find the process complex because they have to do in a
posterior time and devote exclusive time to this. It is
necessary to remember exactly each passenger and they do
not see enough benefit to dedicate this time later.
Most advanced drivers do not observe this criterion when
selecting a passenger, but know the importance of their
evaluations and so they are also concerned with evaluating
the passenger.
These differences occur because of the level of involvement
with Tripda and the frequency of system use. The advanced
driver uses the system frequently and thus have more
availability to perform the evaluations.
As well as the meeting point is determined by the driver, the
arrival point is too.
The same logic repeats, moderate level drivers allow greater
flexibility and negotiate the arrival point, the advanced
profile drivers are more strict and are clear and explicit in
their ride disclosures.
At this stage of the process, it were not identified significant
occurrences in the process.
No occurence was observed or reported.
22. Absence of Tripda during the trip
23. Traveling with a stranger
24. Taking security measures
25. It requires a dedicated time
26. It is not practical
27. Asks to be done several times for the same passenger
Device
Before During After
Very Good
Good
Bad
Very bad
REGISTER / DISCLOSE THE RIDE TALK TO THE CANDIDATE CHOOSE THE PASSENGER MANAGE RIDES MEET THE PASSENGER TRAVEL LANDINGPAYMENT EVALUATE THE PASSENGER
Experience Flow: Driver
Reading
to 3
occurrences
4 to 6
occurrences
7 to 9
occurrences
No driver claimed have experienced any problem with
receiving payment, only specific cases of people who came
with card, they asked to stop to withdraw money or had no
money exchanged.
Generally, online payment is well seen but drivers prefer to
receive cash in case they need to use the money while
traveling in a specific situation. Online payment in their view
bureaucratizes the relationship, it is more checks to be made
by the driver and they are very afraid of how will the
formalities in case of waive.
A driver highlights the fact that if online payment exists, it is
because there is an intention to charge one of the two
process ends (driver or passenger), and this is not well seen
by drivers, mainly because they believe that already charge
viable minimum value.
Another driver believes online payment method can minimize
the number of cancellations by being paid before.
Making this balance, they see as positive is online payment
is an alternative to be used and administered by the driver
when the driver chooses, but not as a rule.
At this stage of the process, it were not identified significant
occurrences in the process.
No occurence was observed or reported.

2. Description
1. Sorting by date and time
2. Rides repeated of the same driver or very low prices
3. Price is a tertiary criterion
4. Direct contact - seats disclosure panel
5. Prefer for known people
6. Information about the car
7. Facebook as a competitor
Occurrences
This is the most important time for the passenger to use
Tripda system. This is the only step of the process in which
passenger uses other means only when there not any offer
that meets their needs in a timely manner or in emergency
situations.
The demand for rides happens with some advance of the
trip and it is at this moment when the passenger search for
offers that meet their needs and start dialogue with drivers
to answer questions.
This process of finding the ideal ride is not so practical
because the system does not display the information in the
way which passengers are mentally and practically
organized. The information is not displayed in the interface
with the same priority criteria that passengers classified as
priority for them.
Regardless of the passenger level and clarity of information
in the notice in most cases passenger will only feel
comfortable when talking to the driver.
This conversation is necessary in almost all cases, primarily
for removal of small doubts, clarifications or any request by
the passenger.
Passengers usually start contact via the Tripda system,
others start by other means of their choice. Often the driver
guides in the ride notice how they would like to be
contacted.
Even when the contact starts by Tripda system, users
migrate to other means of their preference that bring more
agility and better fits their routine. This is something that
Tripda can see as problematic, but it is important to respect
the user freedom so that they interact with Tripda at times
they deem essential, and it is at these moments that Tripda
must be prepared to offer a positive experience.
8. Remove doubts and confirm information before
request a ride
9. Exchanging messages by app
10. Use phone (calling, Whatsapp, SMS)
11. Receive no answer
12. Setting meeting point and landing
13. Does not keep frequent contact with the driver
16. Confirmation of driver or passenger
15. Confirmation via Tripda website
14. Confirmation by phone or message (Whatsapp ou SMS).
17. Cancellation of ride
by driver
18. Cancellation of ride
by passenger
19. Excessive number of people to travel
20. Use the app to confirm information
For the same reasons of the previous topic, systemic
confirmations are not enough to keep any of the two parts
comfortable (passenger and driver).
Confirmations are made by the same channels chosen to
keep in touch, and this has significant reflection at the
interface and user experience.
When confirmations are made through direct contact with
the driver, passengers not always return to Tripda system to
send confirmations. This process is the cause of the
problems that drivers have to manage their rides, these
problems are described and discussed in the analysis of the
drivers experience flow.
When a passenger cancels its presence in a ride the driver
needs to find someone else to replace him/her. Similar to the
step “Confirm ride”, this cancellation in most cases is only
communicated to the driver by the same channel where they
kept in touch, and no attitude is taken into the system by
passengers.
Not unlike the confirmation of the ride, this behavior is the
focus of the problem that the driver faces to manage their
rides and release a new seat within the ride previously
noticed.
Passengers always know clearly or have the necessary
information to locate the meeting point. They get this
information in the seat notice or talking to the driver and
taking off their doubts before the trip.
The biggest difficulty for a passenger is to find the car or
identify who is the person who will give the ride. Therefore
sometimes the passengers turn to app or a message on the
phone to get some information that assists in the
identification of the car or the driver.
The trip is a stage that Tripda has no influence and those
involved do not really expect any interaction or intervention
by Tripda this time.
No user mentioned feeling uncomfortable to travel with a
stranger, this feeling is present only in the first trips.
The evaluation of the driver is always a criterion to be
considered when the passenger is looking for a ride, but at
the time to make an evaluation passengers are not very
motivated to do.
Advanced passengers see the importance of this and also
because they access more frequently Tripda system, they
perform more evaluation. Moderate passengers perform less
because they do not have motivation to return to Tripda
system only to carry out this evaluation.
Landing is a smooth process for the passenger. All informa-
tion and questions are referred at the moment of chat and
confirm with the driver. Even when a passenger intends to
request a small deviation, it is negotiated before with the
driver. In some cases passenger requests along the way
some small deviation or an alternative way that may favor
the his/her anticipated landing.
No occurence was observed or reported.
21. Traveling with strangers
22. Take few safety measures
23. They do not consult the app during the trip
26. Mistrust with online payment
25. Absence of clearer information if they need to take change
24. Payment made during the trip
28. Repeated request to evaluate the same person
27. Obligation to describe a comment
Device
Before During After
Very Good
Good
Bad
Very bad
SEARCH / CHOOSE A RIDE TALK TO THE DRIVER CONFIRM THE RIDE CANCEL THE RIDE MEET THE DRIVER TRAVEL LANDINGPAYMENT EVALUATE THE DRIVER
Experience Flow: Passenger
Reading
to 3
occurrences
4 to 6
occurrences
7 to 9
occurrences
Passengers are comfortable with the current payment
process, some small improvements can minimize minor
discomforts occurred due to lack of passenger information.
The inclusion of online payment at first is seeing as positive,
but it is clear that users care about how this process will be
inserted into the current flow and the impact of that for
passengers.