Payment System - Indrive
inDrive is a global ride-hailing service that enables passengers to propose fares and negotiate directly with drivers, providing greater control and transparency over pricing. The platform also integrates essential safety features such as real-time trip tracking and driver ratings to ensure a secure riding experience. Despite these strengths, users currently encounter friction within the payment process, impacting the overall user experience.
Challenge
inDrive’s flexible pricing model gives users control, but the payment stage still creates uncertainty for many riders. The challenge was to improve user comfort and trust by enhancing promotions and introducing clearer, more reliable cashless payment options that integrate smoothly into the ride experience.
Process
We started by reviewing user feedback from app marketplaces to capture real pain points. These insights were grouped and analyzed to identify recurring patterns and define the core problems.
The findings showed that the issue was not limited to the payment flow alone. Many concerns were closely connected to driver-side interactions, particularly around payment clarity and acceptance. This led us to design solutions that addressed both passenger and driver experiences.
From there, we explored and validated multiple solution concepts through iterative prototyping. After several refinement cycles, the final prototype was completed and moved into the testing phase.
Result
Testing results indicated a noticeable improvement in user confidence and ease of use. Users reported that the updated payment flow was more intuitive and convenient, helping reduce friction during transactions and creating a more comfortable overall experience.
