g auto (service design)
1
oh no, oh no, NOOOOOOO why did this happen? Do not worry. Book early morning fligh for tomorrow. Ok, flight at 7:10 am tomorrow Cannot depend on anybody! I should have just taken an auto on my own for the airport Flight at 7:10 am tomorrow. That means reaching the airport maximum by 6:15. Which means will have to leave at 5:50 am. What are my options? a w a a n Y Wake up a friend and get them to drive me Back in Gandhinagar... 1 2 Call a local auto wala (used and trusted by others) and book Bad idea: Don’t want to bother anyone and the chances of being late are high i n r g r r T r i n r r g T r r r T ing NO ANSWER Local Autowala # 2 Airport? What time? hmm... Rs. 250! No way! That is just too expensive. Now what?? Do you have any autowalla’s number? Local Autowala # 1 pm Think Think Think Think Think Think airport... dial an auto?? something prepaid... anytime... what was it called? G auto?? I think... gauto Welcome to G-Auto www.g-auto.org/G-Auto consists of a group of 10,000 auto rickshaws in Ahmedabad, Gandhinagar and Vadodara and it is expected to grow to at least 50000 in Gujarat by 2012. terms and conditions? service charge? extra charges for gandhinagar? is it safe to go alone? does it come to gandhinagar? how much more than regular auto fare will they charge? Is it going to be extra charge for coming so early in the morning? Will it be expensive? Is this the one I’m supposed to take? Is that special price? What is this? Will they be operating at this hour? 14th August Tomorrow is 15th August, a national holiday. Will they still send an auto? Am I supposed to call on a special number? ATR Service Any Time Rickshaw (ATR) service provides auto rickshaw at your door step round the clock. To get the service in Ahmedabad and Vadodara, please dial 927 444 4444. Special Features of ATR service: 1) Trained auto rickshaw drivers (G-pilots). 3) Free of cost Newspaper and magazine to read while traveling. 4) ATR has city map with list of important places. 5) Bill book is available with G-Pilot. 6) Complain and suggestion number is displayed on G-Auto. 8) Service is backed up by 27 X 7 call center support. We charge Govt. approved regular meter based fare. The meter starts from the point passenger boards the rickshaw. We charge additional Rs 15 per booking as facility charge. 2) Booking facility available 24X7. 7) Pay by meter from point to point as per Government approved rate. Special features of Airport express: 1. Fare will be charged as per meter (Govt. approved rate). 2. 24 X 7 service. 3. Booking counter is available at the arrival terminal of domestic airport. 4. Passenger can also book Airport Express service on phone 24 X 7 at 927 444 4444. 5. Passenger will get a bill for the fare he/she is charged. 6. If passengers are overcharged or misbehaved by auto rickshaw drivers, they can lodge complaint on 927 444 4444. 7. Drivers have been given special training on behavior and ethical practices. 8. Drivers will be in G-Auto uniform. 9. Passenger will have to pay an extra service charge against each booking at the G-Auto booking counter, which is collected as airport royalty. 10.The facility can also be used to pick up passengers from city to airport by calling 927 444-4444. Namaskar. G auto Calling 927 444 4444...trrrrrrrrriiing I have to go to the airport tomorrow at 6:00 am Airport? Where are you calling from? Gandhinagar, NID Ok. I will call you back in ten minutes with confirmation. Yes How much is it going to cost me? Gandhinagar? I.5 times over the meter + Rs. 15 service What is no autos are available? Why is it taking so much time? Has she forgotten to Meter will be correct? I can trust it? Yes yes. I will just call you back. What is your name? Is this your number you are calling from? Calling 927 444 4444 again...trrrrrrrrriiing Namaskar. G auto (different person) Achha? Where are you calling from? I had called a few minutes earlier and booked an auto. You were supposed to call me back with confirmation. Nobody did. Gandhinagar, NID All this is in Gujrati... Ok. I will call you back in ten minutes with confirmation. What is your name? Is this ok a N maskar. i Im call ng t from G au o Receive call.... hello? Gandhinagar, NID. ok 5: 50 am. You will be there for sure? What time should I come? Yes yes. Im your G pilot. You have to go to the airport? z z z i n r g r r T r i r n g r T i n r g r r T r i n r r g T am hello? Haan, Im here Calling from G auto Ok, I will be there in 5 mins Hurry Hurry Hurry Hurry Hurry Hurry i n r g r r T r i r n g r T No problem. Im waiting. hello? Jaldi aa jayiye yes, yes, I’m coming Ok Im waiting. Run Run Run Run Run G Auto G u o At Reached airport on time 0154 Rs. 210 PROBLEM AREAS There is no clear information on the website. Terms and conditions have not been mentioned anywhere : they come up while talking to the customer care and probing. For example: an auto can be booked a minimum of 45 minutes before and maximum 1 day before. This is not mentioned anywhere. So a person looking for an immediate service will not know this condition. When in hurry, a person not comfortable with reading Gujrati will get lost while looking for the number. Value addition like water, newspapers without cost has been promised on the website but were not given at the time of the service. While talking to the customer care a lot of questions need to be asked by the customer. Service providers are not the most patient or assuring. Communication gap within the system. Customer relationships can be maintained better. Customer data is not recorded for later use. The customer care says that they will call back to confirm but they don’t. G pilot contacts directly. A person not fluent with hindi and gujrati will not be able to communicate and this might cause an issue. How does the customer know that the meter is not tampered with. The meter is at 0 or not has to be taken care of by the customer. There was no receipt given at the end. The meter reading is unknown to the passenger till they decide to see it afterwards. G pilot gives no warning about being there. If one is in a hurry, they will not consult the rate card and so will not cross check. 24 X 7 Reliable Auto Service Call: 927 444 4444 Ahmedabad, Gandhinagar, Baroda, Rajkot LOADING... 24 X 7 Reliable Auto Service Call: 927 444 4444 Ahmedabad, Gandhinagar, Baroda, Rajkot Service design: A study Group members: Akhil Sain Devanshu Dugar Samira Jain Faculty: Shashank Mehta Relevant information needs to be searched for SUGGESTED DIRECTIONS Communication on the website: Information should be made to the point and very concise. The customer should not be looking around for the relevant information. The number could come on even while the site is loading. This way the customer will know what to do instantaneously. Reduce the amount of text required. Visuals would also help solve the language issues as this would be a universal language understood by all. I see this number everywhere. Must be it. No other numbers? pm pm pm pm pm pm pm pm am am am Digitized meters should be put so that the passenger can also see the reading. This would bring in transparency. A receipt system must be enforced in order to build trust among customers. I’m coming in 10 mins o G Aut Chaliye bhaiya! G to Au When the G pilot is starting from the source point they could forewarn the customer. This would make sure that the customer gets some tie and are ready when the G Pilot comes to their destination to pick them up. G Auto branded rate card to build trust among customers. Bas bhaiya, Yahin par Kitna hua?
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Transcript of g auto (service design)
oh no, oh no, NOOOOOOOwhy did this happen?
Do not worry.Book earlymorning fligh for tomorrow.
Ok, flight at 7:10 amtomorrow
Cannot depend on anybody!
I should have just taken an auto on my own for the airport
Flight at 7:10 am tomorrow. That means reaching the airport maximum by 6:15.Which means will have to leave at 5:50 am.
What are my options?
awaa nY
Wake up a friend and get them to drive me
Back in Gandhinagar...
1 2Call a local auto wala (used and trusted by others) and book
Bad idea: Don’t want to bother anyone and the chances of being late are high
inr grrT rinrr gT
rrr
T
ing
NO ANSWER
Local Autowala # 2
Airport? What time?hmm...
Rs. 250!
No way! That is just too expensive.
Now what??
Do you have any autowalla’s number?
Local Autowala # 1
pm
Think Think ThinkThink Think Think
airport...dial an auto??
something prepaid...anytime...
what was it called?G auto?? I think...
gauto
Welcome to G-Autowww.g-auto.org/G-Auto consists of a group of 10,000 auto rickshaws in Ahmedabad, Gandhinagar and Vadodara and it is expected to grow to at least 50000 in Gujarat by 2012.
terms and conditions?
service charge?
extra charges for gandhinagar?
is it safe to go alone?
does it come to gandhinagar?
how much more than regular auto fare will they charge?
Is it going to be extra charge for coming so early in the morning?
Will it beexpensive?
Is this the one I’m supposed to take?Is that special price?What is this?
Will they be operating at this hour?
14th August
Tomorrow is 15th August, a national holiday. Will they still send an auto?
Am I supposed to call on a special number?
ATR Service
Any Time Rickshaw (ATR) service provides auto rickshaw at your door step round the clock. To get the service in Ahmedabad and Vadodara, please dial 927 444 4444.
Special Features of ATR service: 1) Trained auto rickshaw drivers (G-pilots).
3) Free of cost Newspaper and magazine to read while traveling.
4) ATR has city map with list of important places.
5) Bill book is available with G-Pilot.
6) Complain and suggestion number is displayed on G-Auto.
8) Service is backed up by 27 X 7 call center support.
We charge Govt. approved regular meter based fare. The meter starts from the point passenger boards the rickshaw. We charge additional Rs 15 per booking as facility charge.
2) Booking facility available 24X7.
7) Pay by meter from point to point as per Government approved rate.
Special features of Airport express:
1. Fare will be charged as per meter (Govt. approved rate).
2. 24 X 7 service.
3. Booking counter is available at the arrival terminal of domestic airport.
4. Passenger can also book Airport Express service on phone 24 X 7 at 927 444 4444.
5. Passenger will get a bill for the fare he/she is charged.
6. If passengers are overcharged or misbehaved by auto rickshaw drivers, they can lodge complaint on 927 444 4444.
7. Drivers have been given special training on behavior and ethical practices.
8. Drivers will be in G-Auto uniform.
9. Passenger will have to pay an extra service charge against each booking at the G-Auto booking counter, which is collected as airport royalty.
10.The facility can also be used to pick up passengers from city to airport by calling 927 444-4444.
Namaskar.G auto
Calling 927 444 4444...trrrrrrrrriiing
I have to go to the airport tomorrow at 6:00 am
Airport?Where are youcalling from?
Gandhinagar, NIDOk. I will callyou back in ten minutes withconfirmation.
Yes
How much is it going to cost me?
Gandhinagar? I.5 times over the meter + Rs. 15 service
What is no autos are available?
Why is it taking so much time?Has she forgotten to Meter will be correct? I
can trust it?
Yes yes.I will just call you back. What is your name? Is this your number you are calling from?
Calling 927 444 4444 again...trrrrrrrrriiing
Namaskar.G auto(different person)
Achha?Where are you calling from?
I had called a few minutes earlier and booked an auto. You were supposed to call me back with confirmation. Nobody did.
Gandhinagar, NID
All this is in Gujrati...
Ok. I will callyou back in ten minutes withconfirmation. What is your name? Is this
ok
aN maskar.
iIm call ng
t
from G au o
Receive call....
hello?
Gandhinagar, NID.
ok
5: 50 am. You will be there for sure?
What time should I come?
Yes yes.
Im your G pilot. You have to go to the airport?
zz
zinr grrT rir ngrT
inr grrT rinrr gT
am
hello?Haan, Im hereCalling from G auto
Ok, I will be there in 5 mins
Hurry Hurry HurryHurry Hurry Hurry
inr grrT rir ngrT
No problem.Im waiting.
hello?Jaldi aajayiye
yes, yes, I’m coming
OkIm waiting.
Run Run Run Run Run
GAu
to
G
uo
At
Reached airport on time
0154
Rs. 210
PROBLEM AREAS
There is no clear information on the website.
Terms and conditions have not been mentioned anywhere : they come up while talking to the customer care and probing. For example: an auto can be booked a minimum of 45 minutes before and maximum 1 day before. This is not mentioned anywhere. So a person looking for an immediate service will not know this condition.
When in hurry, a person not comfortable with reading Gujrati will get lost while looking for the number.
Value addition like water, newspapers without cost has been promised on the website but were not given at the time of the service.
While talking to the customer care a lot of questions need to be asked by the customer.
Service providers are not the most patient or assuring.
Communication gap within the system.
Customer relationships can be maintained better.
Customer data is not recorded for later use.
The customer care says that they will call back to confirm but they don’t. G pilot contacts directly. A person not fluent with hindi and gujrati will not be able to communicate and this might cause an issue.
How does the customer know that the meter is not tampered with.
The meter is at 0 or not has to be taken care of by the customer.
There was no receipt given at the end.
The meter reading is unknown to the passenger till they decide to see it afterwards.
G pilot gives no warning about being there.
If one is in a hurry, they will not consult the rate card and so will not cross check.
24 X 7 Reliable Auto Service
Call: 927 444 4444Ahmedabad, Gandhinagar,
Baroda, Rajkot
LOADING...
24 X 7 Reliable Auto Service
Call: 927 444 4444Ahmedabad, Gandhinagar,
Baroda, Rajkot
Service design: A study
Group members:
Akhil SainDevanshu DugarSamira Jain
Faculty:Shashank Mehta
Relevant information needs to be searched for
SUGGESTED DIRECTIONS
Communication on the website:
Information should be made to the point and very concise. The customer should not be looking around for the relevant information.
The number could come on even while the site is loading. This way the customer will know what to do instantaneously.
Reduce the amount of text required. Visuals would also help solve the language issues as this would be a universal language understood by all.
I see this number everywhere. Must be it. No other numbers?
pm pm
pm
pm
pm
pm
pm
pm
am
amam
Digitized meters should be put so that the passenger can also see the reading. This would bring in transparency.
A receipt system must be enforced in order to build trust among customers.
I’m coming in 10 mins
o
G A
ut
Chaliyebhaiya!
G
to A
u
When the G pilot is starting from the source point they could forewarn the customer. This would make sure that the customer gets some tie and are ready when the G Pilot comes to their destination to pick them up.
G Auto branded rate card to build trust among customers.
Bas bhaiya,Yahin par Kitna hua?
