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Redefining Customer Experience in Shared Mobility
Redefining Customer Experience in Shared Mobility

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BlaBla car-a community-based travel network claims to have enabled over 90 million members to share a ride across 22 markets. Shared mobility which began in the 1940s in Switzerland has now become an essential part of our everyday lives. If you look around, micro-mobility options like Yulu, Bounce, and Rapido have been helping delivery persons to quickly deliver the orders on time at a much lesser cost without any hassle.

According to Frost & Sullivan, the Indian shared mobility industry is expected to witness nearly four-fold growth with revenues of $42.85 billion by 2027 at a CAGR of 25.3%.

Why do businesses need to redefine user experience in shared mobility?

As we move into the experience economy, customer experience will play a vital role in retaining customers and especially in acquiring the new segment-Gen Z. Zoomers or Gen Z are the most advanced, tech-savvy audience who rely on technology and want a great digital experience to stay loyal to their favorite brands. They are quick to express on social media what they experience and feel about- be it good or bad. Right after the offices re-opened a few months ago, Uber and Ola users complained on social media about rides getting canceled. Uber started allowing drivers to see drop locations before accepting the rides just to reduce the cancellation chances. 

Keeping in mind the evolving customer preferences and expectations, tech startups are constantly working to enhance the user experience by introducing services that the customers want. Chalo is a mobility startup that offers live bus tracking and a live passenger indicator and also shows how crowded the bus is in real-time. Quick Ride offers people carpooling along with a Taxi/Cab app for local, airport, and outstation travels. This points out that redefining customer experience has become a significant factor for shared mobility organizations to retain their customers. And it seems that the businesses operating in this ecosystem have a myriad of possibilities to grow. Here’s why:

 

  1. Increase in demand for shared mobility in Remote Areas: Pandemic has brought in work-from-home culture worldwide. People who migrated to their home towns in tier 2 and 3 cities want shared mobility options to commute. In the past two years, digital literacy in rural areas has gone up. Number of internet users will cross 800 million by 2023, reveals McKinsey report. This will surely create more demand for shared vehicle services in remote areas. 

 

  1. Increase in Traffic Congestion: As the offices have reopened, so has the traffic congestion on roads. Owing to increasing disposable income, lack of public transport infrastructure, and the demand-supply gap, India's shared mobility sector is expected to touch nearly 15 crore users by 2025, according to the Redseer report. 

EV (Electric Vehicle) ecosystem in India

EV ecosystem which is now in its nascent stage will evolve within the next few years. The government has been promoting the use of EVs across the nation with the goal of achieving 50% vehicle electrification by 2030. Key players like Uber, Ola, and Vogo are planning to switch to electric vehicles. There’s already a long queue for Ola bikes amongst customers. The company recently announced to bring Ola electric car on the road by 2023. Yulu is a mobility app to book & track trips, monitor bike health, report bike issues, check personal stats, and win rewards. 

The Future:

We are heading towards an intelligent and connected world where new-age vehicles will be smarter than ever before. Recently, California regulators gave a nod to robotic taxi services to charge passengers for driverless rides in San Francisco. Tesla has been working on building autonomous vehicles for future customers. Whether autonomous cars will be viable on Indian roads or not is difficult to answer right now because of the massive population and infrastructural gap in the country. But this may be possible in the future. As of now, the biggest challenge for companies is understanding the challenges and opportunities in shared mobility space and figuring out how to make the rider experience seamless, safe, convenient, and economical for consumers. 

 


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Mantra Labs is a global experience engineering & consulting firm that builds intelligence-driven solutions and delivers digital-first customer experiences for global enterprises. With its 275+ skilled and passionate technologists, the company specializes in providing end-to-end solutions for its clients across eight key industries. Mantra solves the most pressing front & back- office challenges faced by BFSI, Healthcare and Consumer Internet enterprises. Having worked with some of the World’s leading Insurers like SBI General Insurance, Care Health Insurance, Pramerica, Aditya Birla Health and AIA Hong Kong along with unicorn consumer startups like Ola, Myntra, Yulu, BlueStone and Quikr - Mantra Labs has been deeply involved in developing AI-powered technology solutions for business-specific problems. The company also has strategic technology partnerships with MongoDB, IBM Watson, Microsoft Azure and Nvidia.

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