Behaviour Shaping of Suspended Captains
21%
Conversion of Suspended Captains
57%
Captains with Improved Performance
2.8x
of Initial Expected Adoption
Context & Overview
About Rapido Captain App
The Rapido Captain App is the driver’s app for Rapido which enables professional drivers/captains to accept ride requests, navigate to riders/customers, complete trips and track earnings.
DAPR & How Suspensions Work
DAPR - Drop to Accepted Ping Ratio is a key metric which addresses the number of completed rides after captains accept ride requests. To improve the DAPR metric, a captain needs to reduce the number of cancellations after acceptance of rides.
The DAPR Formula:
Number of dropped rides (completed rides)
Last 10 Accepted Rides
X
100
For eg., here DAPR = 80
8
10
X
100
=
80
If the DAPR is too low for a Captain, and falls under Bad Category, the Captains can get temporarily suspended from the App, as a corrective measure.
UNDERSTANDING THE REQUIREMENT
The Problem
Many Captains get temporarily suspended for minor offences such as low wallet balance or bad DAPR.
After getting suspended, Captains do one of these following things instead of waiting for the Suspension to get over -
Shift to a new application or a competitor
Stop Bike Taxi/delivery all together
Call to Rapido Customer Care to request to let them join back Rapido
The Major Pain Point here for the Captain is that even temporary suspension affects their livelihood.
The Gap
We realised that we have not created a structured path for the Captains to -
Understand what went wrong
Take accountibility
Earn their way back into the platform
My Role
Led the initiative end-to-end, starting with the idea, driving user research, product strategy, and stakeholder alignment.
Conducted field research, synthesized insights, and reframed the problem to uncover higher-impact opportunities and influence product direction.
Influenced the team to shift from a feature-first mindset to an ecosystem-led solution with greater long-term impact.
Structured a phased rollout roadmap to mitigate execution risk and accelerate learning.
Drove the ideation, systems thinking, and core experience design, partnering with product interns while leading the majority of concept development and design execution.
THE IDEA
The Assure Flow
The Assure Flow is a process that allows Rapido Captains to start doing food deliveries. To join, Captains pay a refundable ₹200 deposit, which is returned after they complete 30 deliveries.
This deposit acts as a commitment from the Captain. Since they have invested their own money, they are more likely to take deliveries seriously, complete orders, and avoid cancellations. As a result, Captains who go through the Assure Flow tend to be more reliable and accountable.
Our Experiment
Taking inspiration from the Assure Flow, we launched the Reset Me experiment to test whether suspended Captains would demonstrate improved behavior if given a structured second chance instead of a permanent suspension.
The experiment tested two hypotheses:
• Suspended Captains would be willing to pay a refundable ₹200 deposit to regain platform access, creating a sense of investment and accountability.
• Resetting their performance metrics and treating them as first-time users would help them shed the baggage of past performance and encourage better behavior going forward.
The broader goal was to evaluate whether a rehabilitation-based model could serve as a scalable alternative to permanent suspensions, helping retain supply while improving platform reliability.
The PROCESS
Reseting the
Many Captains get temporarily suspended for minor offences such as low wallet balance or bad DAPR.
After getting suspended, Captains do one of these following things instead of waiting for the Suspension to get over -
Shift to a new application or a competitor
Stop Bike Taxi/delivery all together
Call to Rapido Customer Care to request to let them join back Rapido
The Major Pain Point here for the Captain is that even temporary suspension affects their livelihood.
The Gap
We realised that we have not created a structured path for the Captains to -
Understand what went wrong
Take accountibility
Earn their way back into the platform
My Role
Led the initiative end-to-end, starting with the idea, driving user research, product strategy, and stakeholder alignment.
Conducted field research, synthesized insights, and reframed the problem to uncover higher-impact opportunities and influence product direction.
Influenced the team to shift from a feature-first mindset to an ecosystem-led solution with greater long-term impact.
Structured a phased rollout roadmap to mitigate execution risk and accelerate learning.
Drove the ideation, systems thinking, and core experience design, partnering with product interns while leading the majority of concept development and design execution.