- Establish rules for usage of external devices (e.g. usb devices, personal devices, ecc…) at work/home
- Create a process for a prompt and shared reaction in case of data breach and inform users to increase trust.
- Perform auditing and drills, and establish processes/routines to control possible mistakes of employees and/or respond to incidents.
- 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.
- Provide a checklist of what data is stored and for how long
- Summarize privacy and data security terms and conditions in checkboxes.
- 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 and flyers to reach out for hard-to-reach audiences such as impaired people or people with lower digital skills
- 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
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
- 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
- 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
- Offer direct contact whenever possible and also provide the possibility of contacting driver/rider before use to allow arranging details
- 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
- Ride-sharing services should generate meeting points or use existing bus stops to pick up users
- 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
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.
- 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)