Wrong Gate Atlas
Riders write the directions maps can't; 'couldn't find you' complaints disappear.
The job
Pins every missed pickup to the exact building, landmark or gate where drivers and riders keep missing each other. It fixes each one using riders' own directions or a pin change, puts a price on it, and proves the misses and fee disputes fell.
The moment
A map, partly written by riders themselves, marks the places where drivers and riders keep missing each other. One large mall glows red: 312 missed pickups in 30 days, most of them at gate 7.
A time-lapse replays a month of missed pickups crowding around gate 7.
The lead in charge moves the default pickup pin to the covered drop-off at gate 3 and sends a note to drivers.
Three weeks later the replay runs again. The crowd of misses is gone, the red ring has shrunk 64%, and fee disputes from that mall have fallen too.
What it does
- File a pickup fix
- Broadcast a gate note to drivers
- Publish a rider's direction note in the rider app
- Draft a rider hint
- Thank a credited rider
What you see
A crowd-written atlas with glowing hotspot rings, a gate-diagram time-lapse replayed before and after a fix, and fix cards
What it moves
Missed pickups and "couldn't find you" complaints for each place every week, and the money saved in each city on cancellation fees, disputes and compensation.
Built for
- Operations
- Frontline staff
- Product & digital
