Gojek was established in ndonesia in 2010 as a call center to connect consumers to

courier delivery and two-wheeled ride-hailing services. Gojek launched its application in
2015 with only four services: GoRide, GoSend, GoShop, and GoFood. Valued at US$10 billion
today, Gojek has transformed into a super app, providing more than 20 services. Gojek
operates in Indonesia, Vietnam, Singapore, Thailand, and Philippines.
Before the pandemic, 2016, Gojek witnessed several issues, such as slow acceptance
and order completion rates, as well as higher order cancellations. Since most of them were
first-time internet users, they faced a challenge in navigating through a complex app and
fulfilling multiple services. To improve consumer satisfaction and reduce accidental driver
cancellation rates, slider interactions were introduced on the driver screen. the team
removed all excess information to make the bid screen extremely obvious. Lengthy and
complete pickup and drop addresses that took up a lot of the screen space were replaced by
broad locations. The interface was de-cluttered and only showed the most critical
information.
When the pandemic occured, GoJek activities are hampered because of the many
travel bans and health protocol. Recognizing the dynamic situation of pandemic, continue to
adapt and present new innovations, both non-technology and technology-based to continue
to maintain cleanliness and health together. Gojek adjust to the needs while continuing to
provide a sense of security for driver-partners and passengers while on the trip. Gojek has
been quick to make various adjustments that prioritize aspects of cleanliness, health and
safety through the J3K initiative on each of our services without any additional fees.
The latest innovations include, first, the GoRide Driver Protection Equipment Facility
in 16 major cities. This is a non-technological innovation that is intended as an additional
layer of security. The facility is in the form of a protective screen that functions as a barrier
between driver partners and customers. Then J3K Shield is an additional face shield that can
be attached to the driver partner's helmet glass and serves to reduce the risk of spreading
the virus.
Second, the latest innovations are technological in nature which are implemented en
masse so that millions of Gojek users and driver partners have already felt the benefits. It is
called the Security Commitment Feature to the J3K Protocol in the customer's application
when ordering GoRide, or GoCar services in order to maintain mutual security. Through this
feature, customers are required to press a button stating that they are committed to
wearing a mask, not traveling in an unhealthy condition, washing their hands before and
after boarding a vehicle, and making non-cash payments. Driver partners, have the right to
cancel orders if the customer does not comply with the approved health protocol. This
feature is presented to provide peace of mind for driver partners and the next customer
when traveling with Gojek.
Third, it is also a technological innovation, namely the J3K Protocol Checklist feature
and Mask Verification Selfie in the driver partner application as a mandatory requirement
for every operation. In the J3K Protocol Checklist feature, partners are required to state that
they are in good health, wash their hands regularly, have disinfected their vehicles, will keep
their distance while waiting for orders, and wear masks.
Gojek also presents a Geofencing feature that helps driver partners to maintain a
safe distance (physical distancing) and prevent crowds to support Large-Scale Social
Restrictions (PSBB) in DKI Jakarta. This feature detects and provides warnings if there is a
crowd among driver partners while waiting for passengers. For the sake of mutual health,
Gojek will impose sanctions if there is a violation of the rules of safe distancing.