Total Results: 53
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source UDM

Increase the quality and the accessibility of on-site and in-person interaction with your service

  • The service location -and the route to get to it- should be accessible for different vulnerable user groups (e.g. visual, mobility, auditory impairment, accessible with children and large baggage, pets, etc.).
  • The service access point should be customizable when possible (e.g. boarding spot/area for ride sharing services).
  • Ride-sharing services should generate meeting points or use existing bus stops to pick up users.
  • Offer direct contact whenever possible and also provide the possibility of contacting driver/rider before use to allow arranging details.
  • The driver/rider should speak slowly and in a clear way and offering support to comprehension.
  • Drivers/riders and service providers should be trained about inclusivity and the importance of a friendly, empathic approach.
  • Assign the same personnel for the same user or area if possible to ensure fidelization.
  • Drivers/riders should be capable of communicating in the local language, communication in English is an added benefit.
  • Drivers/ Riders should offer support when necessary (for example, when passenger has a child).
  • Food and product delivery services should use an uniform packaging (e.g., main dish in squared package, side-dish in a round package) to help people with reduced vision recognize what product they are receiving/handling.

 

Recommendation code: 130
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source UDM

Increase the quality offer offering an extended range of services to satisfy special needs

  • Keep service available as many working hours as possible
  • Cover the largest geographical area as much as possible
  • Offer the option of booking in advance/reserving the service, also for food deliveries
  • Provide customizable booking options (e.g. request assistance with luggage)
  • Offer alternative channels to place orders (e.g., WhatsApp, Viber, phone number, etc.)
  • Food delivery services should increase food options (vegetarian, healthy, fresh-food and not only cooked food, etc.) (for delivery/ courier services)
  • Food delivery services should give users the opportunity to select preferences related with diseases, allergies and cooking requirements
  • Food delivery services should offer options of budget menus / offers for low income people

 

Recommendation code: 121
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source CS

Provide multiple, easy to use and safe payment options

  • Allow several payment alternatives, including cash and digital wallets payments (e.g. PayPal)
  • Offer the possibility of buying coupons for the service to allow cash payments, without the need for the rider/driver to carry cash money
  • Ensure riders/drivers have a card reader machine
  • Limit the number of external applications necessary to complete payment (banking app is necessary)
  • Notify in advance all services and subscriptions that will be in auto-renewal mode, sending several reminders on different channels before subscription ends and before automatic payment (e.g. via mail, push notification, pop-up advice)
  • Provide feedback on transactions, such as notifications and warnings, to reassure online payments.
  • Implement digital payments with third party trusted services
Recommendation code: 119
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source CS

Increase financial inclusivity through intuitive, accessible and equitable payment procedure options

Increasing the financial inclusivity through intuitive, accessible and equitable payment procedure options will have a positive effect on adoption and use of the service. Also through financial nudging, users can be nudged towards more sustainable options.

The service needs to:

  • Be affordable and provide transparent pricing
  • Allow several payment alternatives, including cash and digital wallets payments (e.g. PayPal)
  • Offer the possibility of buying coupons for the service to allow cash payments, without the need for the rider/driver to carry cash money
  • Ensure riders/drivers have a card reader machine
  • Limit the number of external applications necessary to complete payment (banking app is necessary)
  • Notify in advance all services and subscriptions that will be in auto-renewal mode, sending several reminders on different channels before subscription ends and before automatic payment (e.g. via mail, push notification, pop-up advice)
  • Provide feedback on transactions, such as notifications and warnings, to reassure online payments.
  • Implement digital payments with third party trusted services
Recommendation code: 118
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source UDM

Create a positive attitude towards the service through communication

Easy and fluent communication will help to nudge (non-) users toward the sustainable digital transport solution:

  • Look for endorsement from trusted and reliable organizations.
  • Involve local peer volunteers as trusted communicators to introduce/ communicate the service.
  • Promote the services also “offline” through events, training and flyers to reach out for hard-to-reach audiences such as impaired people or people with lower digital skills: face-to-face communication has a more lasting impact and will nudge users towards trying the application/ service.
  • Highlight the environmental and social values behind the service.
  • Communicate the social project behind the service and the equitable and inclusive workers’ conditions.
  • Facilitate user involvement providing a clear communication of advantages, a clear description of registration process.
Recommendation code: 115
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source UDM

Enable bi-directional communication directly in the service application

  • At key steps, ask user for suggestions or complaints concerning the service
  • Send e-mails to users to ask for their ranking and comment about the service quality and satisfaction, allowing in-message reply.
  • Include the possibility of viewing other users’ rating of the service.
  • Include a service agent profile to show users’ reviews, also offering a feedback option
  • Offer users the possibility to exchange and share useful tips, for example hosting their suggestions in a dedicated area linked to the FAQ (frequently asked questions) area.

 

Recommendation code: 87
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source UDM

Provide first-use tutorials on multiple channels to register for the service

Easy accessible information and increased accessibility to the application and service will create a positive feeling about the app, which users will mention to their peers and this will consequentially result in more people using the digital transport system:

  • Realise first-use tutorials in different media formats, languages and easy-to-read textual contents, to ensure all users find the most appropriate to their needs. Such tutorials should be provided on multiple sensory channels (textual, audio, images, hard printed/printable copies), including the option to skip its content if users prefer to find out themselves how to use and navigate the digital service.
  • Offer online and offline/downloadable/printable tutorials as first-use guidance, including an option to watch it later or skip it if users prefer to find out themselves how to operate the service (including educational session)

 

Recommendation code: 79
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source UDM

Simplify the registration process

A complex registration process pushes potential users away from the service, simplify the registration process increases the chance that users register and use the application:

  • Reduce the requested information to register for the App, requiring as fewer personal data as possible to function properly (e.g. allowing to add user’s home or work address to favorites)
  • Provide an easy one-time registration
  • Allow single sign-on through existing platforms/networks such as Google, Facebook etc…
  • Include tutorials or tips for registration process
  • Create a FAQ section related with the registration process

 

Recommendation code: 74
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source UDM

Ensure a high degree of service compatibility

  • Ensure that your service, both in its desktop and mobile version is operable and compatible with as many as possible devices, operating systems and browsers and it is easily accessible also in different contexts of use.
  • Develop a light version of the App which is operable with a variety of equipments, including older models of devices and which does not require too much storage space or operating memory (RAM) neither affect excessively battery consumption. A web based alternative should be available.
  • Ensure the digital service is compatible with multiple operating systems and browsers on smartphones, including their older versions (i.e., low-tech equipment or outdated smartphones)
  • Strengthen user’s control over the complexity of graphic interface elements
  • Avoid automatic updating of the app that might result in increased working memory use

 

Recommendation code: 73
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source UDM

Include auto-filling suggestions when requiring users’ input

To provide a robust interface, implement costraints and auto-fill options to ensure the users are not required to insert identical data multiple times. Also, offer options to verify, edit or specify changes before proceeding with transport or delivery service order confirmation. Autocompletion could refers to past order/service, with the possibility of modifying it. This recommendation is particularly important to address the needs of the visually and cognitively impaired people.

 

Recommendation code: 71
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