What happen?
Starting from my relative's personal experience, one day she and our cousin came from school to go to a family event later after school. After she ordered the Gocar and got in the car, the driver told them to cancel the order in the app, but he drove them to the location anyway.
Not just based on my experience but many netizens from the internet talk about their experience online.
Research conducted by Statista showed that as of January 2023, 40 percent of Indonesian Gojek users were only using two-wheel services
Compared to 2019, Gojek’s active user count has doubled. The number of drivers partner on the platform reached 2 million in 2022.
Given Gojek's widespread popularity and extensive user base, it’s inevitable that certain unforeseen or undesirable situations may occasionally happen, highlighting the importance of addressing potential challenges.
I gathered insights online and from people close to me who had unpleasant experiences with Gojek, categorizing them to identify patterns and understand how Gojek addresses these issues.
So we as users acknowledge the risk of using the service, but that doesn’t mean Gojek doesn’t care about its users, as explained in the next point, point (e) Gojek uses third party insurance providers for you, paying special attention to your safety and comfort while using Gojek services, you can also check this out www.gojek.com/blog/goride/asuransi/.
The Problem
Based on the research I conducted, there is one issue I would like to highlight regarding user satisfaction with safety. It seems this study doesn't have the right objective to focus on so here I want to refocus my objective to “how do we prevent it?” So I can focus on one problem. With one objective it is better so I can focus on that. We can narrow it down to all the problems that happen during the ride.
Reflection
This case study underscores the importance of user safety during Gojek rides. While negative experiences may be infrequent, their potential severity necessitates proactive measures. To enhance user security, we propose a “Share Ride” feature that empowers users to share ride details with trusted contacts in real-time. This feature, integrated seamlessly into the existing Gojek app design, provides a simple and effective solution to improve user confidence and well-being.
If I had more time I would do the prototyping and create a test on the user, explore more user to share their experience.
1
Stricter screening of driver-partners, Gojek is the most popular app in Indonesia, by making the application for driver-partners stricter, it automatically improves the quality of the driver itself. I found this article online from Gojek Singapore, customer service & professionalism interesting, that’s what driver should look like.
2
Design, How might we create a feature/function/key/button that can track down our loved one in the Gojek application?
Why track down? It’s not like to prevent something, isn’t it?
Let me visualize the case…
Combining the ‘share ride’ and automatic text message into the goride or gocar service, the design itself is not much just adding some component to the existing design.
The Share Ride menu will appear on the ride details and driver details page, allowing users to share a ride after receiving the driver details.
Recommendation
Fit in the app
Designing the UI
