What is your favourite product?

And share one

idea on how it can be improved?

My favourite product is WhatsApp. It's a part of my day-to-day

life.
WhatsApp is free messaging available for android and iOS users. It
came into the picture in 2009 and solved the problem of
communication through the internet. It also offers features like
voice mailing, voice calling, video calling, and payments.

I like WhatsApp because,

1. Useful: It's very useful and easy to use. It doesn't matter in

which region you are; you will be able to communicate with
anyone who has WhatsApp through your internet connection.

2. Innovative: WhatsApp has added a lot of innovative features

throughout the time and has engaged with a large number of
people through the latest technology
◼ Different modes of communication: It involves the
features like voice messaging and sharing, which helps in
saving time and helping the users who are not good at typing.
Also, voice calling, video calling, and group feature to
connect with family and friends.
◼ Privacy: It's a free app with no ads and provides end-to-end
encryption. Also, it has launched the View Once feature,
which lets the message auto disappear from WhatsApp after
the recipient has opened them once. Fingerprint
Authentication is also there to add an extra layer of privacy
and security to the chats of users.
◼ WhatsApp web: We can also use WhatsApp on the desktop
after connecting it with the mobile via scanning a QR code.
But there are some limitations to it.
◼ Efficient: WhatsApp comes with a very simple and user-
friendly environment. It is very easy to use and works very
effectively, fast and intuitive to use for all groups of users.
Improvements:
I would like to improve the View once feature for a better user
experience because here, privacy comes into the picture. The pain
point here could be that even though this feature is used to let the
recipient open it once but as a user, I can't be really sure about it
because it does not prevent the recipient from taking screenshots
or screen recording the entire message. and basically, will try to
not use it on a regular basis. Also, it is only limited to Photos and
videos and not documents or voice messaging.

Solutions:
1. WhatsApp can block any screen snap activity starting from the
opening of the message till the end when it will not be
accessible. Or let the sender and recipient know about any kind
of this activity through a notification and hence making it a
more private space for users.
2. Also, with the View once feature, there can be added a button to
let the recipient to ask permission from the sender to view the
message again through WhatsApp only.
 Uber Drivers keep cancelling the Rides.
How would you reduce the number of
Cancellations for Uber?
Problem Statement: Uber Drivers keep cancelling the Rides. How
would you reduce the number of Cancellations for Uber?

Approach: Our core problem resides in the activity of the number of the
Ride cancellations which are cancelled by the drivers. We’ll be majorly
focussing on decreasing the number of cancellations from
drivers in the solution.

Assumptions:

• Only talking about the rides that are cancelled by the drivers.

• Applicable for Overall over India.

• we are not looking at shared rides.

• It is not counted as a cancellation if the driver doesn’t accept

the ride.

Pre — Analysis: Uber is an aggregator of demand and supply.

Demand-side is the riders who use the app to book cabs and supply side
is the cab drivers registered with Uber. To form our solution, we’ll be
focussing only on the supply side.

Framework:
1. Understand the prompt and establish a business goal
2. User Journey
3. Pain points
4. Prioritization
5. Problem statements and Recommendations to lower cancellations
6. Success Metrics
Business goal:
Trip cancellations create negative experience for riders as well as drivers.
I assume that the goal is offer a reliable ride service at all times, key
factor to earn customer trust and maintain customer retention. We can
increase the total number of riders offered through uber and revenue.

User journey:
Rider goes to the app
Select the pick-up and drop-off locations
Selects the ride options (shared or individual ride) based on the cost and
estimated wait time
Waits for the vehicle to arrive
Spots the vehicle
Takes the ride
Reaches the destination

Pain-Points:
1. Doesn’t want to go a specified destination or the destinations is too
far
2. Rider takes too long to come to pick up location
3. Unable to spot the rider
4. Ride is too short, looking for longer rides
5. Going home and want to end the day
6. Driver makes the deal with the rider outside the uber app

Prioritization: If I were to prioritize the pain points, then I would

choose first 3 problems as based upon the news, they seem to be affecting
the drivers most and making them cancelling the rides after accepting it.
1. Problem (Hypothesis): The driver doesn’t want to go to the
destinations/ the destination is too far that is filled by the rider and
thus he cancels the rides himself.
Proposed Solution(s):
◼ Allow Only 1-2 cancellations per day and then show cancellation
penalty for cancelling a ride
◼ Show message that cancellations may impact drivers’ rating
◼ Prompt him to go offline in case he doesn’t want rides

2. Problem (Hypothesis): The rider takes too long to come to the

pick-up location and that makes the driver to Cancel the ride as
there could be other potential riders who will be waiting to book a
ride.
Proposed Solution(s):
◼ After reaching the pickup point, the driver marks that he has
arrived.
◼ If driver tries to cancel, it can prompt the driver to first call the
rider instead by showing him cancellation penalty
◼ After 5 mins of wait at the location, it can start imposing some
penalty/waiting charge on rider based on rider rating: this needs to
be evaluated since this may adversely impact rider satisfaction.
◼ If the rider cancels after 5 min, then cancellation charge will be
imposed on rider and will be carried forward to the next ride.
◼ Automatically cancel after 15 min to balance driver utilization vs
cancellation problem
◼ Explain to the drivers via the app that 20 % of waiting charge will
be added to their earnings
◼ We can classify users based on gender, age and number of rides
completed to decide when to start reducing rating based on how
soon they reach pickup point once driver has arrived.

3. Problem (Hypothesis): Cab drivers are unable to spot the Rider

at the pickup locations and hence cancels the Ride.
Proposed Solution(s):
◼ AI Assistant will track the rider movements and inform the driver
about exact whereabout of the rider. It will help the driver to easily
track the rider and thereby lower the cancellations.
 4. Problem (Hypothesis): The ride is too short for the driver and it
doesn’t offer good money. Thus, the driver looks for the longer
rides and cancels the shorter ones.
Proposed Solution(s):
◼ Adjust the algorithm to vary the distances if demand is high and
rides with varying distances are available: only continuous 2 short
rides followed by longer one
◼ Incentivise extra on completing x number of short rides

5. Problem (Hypothesis): Cab driver want to go home as the days

is coming to an end and don’t want to accept any more rides.
Proposed Solution(s):
◼ Allow driver to set the setting to go home, if he is more than 5
miles away, this will automatically match him with a ride in
direction of his home within next 5 mins or mark him offline.
◼ If he is nearer than 5 miles away, this will automatically match him
only with rides within 1 mile of his home or mark him offline if he
is within 1 mile of his home.

6. Problem (Hypothesis): Driver makes the deal with the rider

outside the uber app to evade the commission to uber and hence
cancels the trip on the app.
Proposed Solution(s):
◼ Use the GPS signal/location signal information of the driver and
riders to spot the bad actor activities and charge a penalty or fine
for the bad actors.

Success Metric(s)

◼ Decrease in # of cab cancellations from drivers’ side.

◼ Impact upon the driver’s ratings.
◼ # Of Drivers going offline if he is unable to accept the ride.
◼ Increase in the penalty in both drivers’ and rider’s case.
◼ Impact upon the waiting time for the rides.