Total Results: 53
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source UDM

Use an understandable language

Use an understandable language to make potential users feel part of the service. If people do not understand how to use the service or what it is used for, adoption will be limited. Contrary, easy understandable language will invite users to test these new mobility services:

  • Avoid technical words, uses simple, recognisable and clear words and phrases to ask questions, to describe or to explain
  • Provide multilingual support
  • Avoid foreign words and translate all terms appropriately
  • Avoid jargon, abbreviations and other difficult or complex words and phrases.
Recommendation code: 97
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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 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 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 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 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 inclusivity of support contact-points and human assistance

  • Ensure users can reach out for support immediately, requiring a minimum input/effort
  • Provide users understandable instructions and description on how human assistance can be reached
Recommendation code: 155
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source UDM

Increase safety and security perception through human contact

Service personnel, especially those involved as drivers and or riders, should care about the users’ need of feeling safe and secure, and of the importance of a positive direct human contact.

  • Service providers should establish and communicate a Covid-19 clearing protocol and actions to prevent infection
  • Service providers should consider hiring personnel with impairments as contact persons
  • Service personnel should take good care of good manners and wear a clearly distinguishable outfit (e.g. introduce themselves and ensure their appearance is consistent with the company identity, if any)
  • Driver profile and her/his unique identification data shall be clearly displayed in the application but also onboard/on the driver’s badge
  • Add a photo of the rider/driver that will serve the user for better identification
  • Ensure users can have a direct contact with the driver/delivery person in an anonymous way, whose information is also anonymised
  • Offer users the possibility to know the gender of the driver/rider through the App
  • Users shall be notified before driver/rider arrival
  • Include map visualization with the real time position of driver/rider (important for ride-sharing / ride-hailing and delivery) using different icons to identify it (e.g., the pin that indicates the real-time location of the driver/rider, different pin-point icons to indicate the place of origin and destination; driver’s route visible with a dotted line).
  • When finalising their order, ask users if they prefer to use an intercom or whether the driver should announce arrival via phone call.
  • Give users the possibility to leave comments and rate a driver/rider
  • Include an emergency button in case of physical/ sexual attack / Create help button.

 

Recommendation code: 160
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source UDM

Offer an inclusive customer care

  • The service should offer alternative channels for the customer service (e.g. personal assistance, support at contact points; remote help via phone; remote help online (in video, audio, or text); assistance chat for people who cannot speak / cannot speak the language)
  • Service customer service should be available 24/7, if possible, or at least during service working hours
  • Service customer service should be accessible in several languages
  • Let all potential users about the existence of service via as many channels as possible (e.g. electronic media, online; social media, influencers; integration in electronic services, e.g., Google Maps; local, printed media; flyers, brochures; local organizations, associations; advertisements in local stores, services, schools)

 

Recommendation code: 162
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