Trust key to ride-hailing’s short and long term future

COVID and autonomy are transforming the ride-hailing experience. In both cases, users are going to need reassurances that they are being taken care of. By Xavier Boucherat

Today’s ride-hailing passengers frequently have just a single consideration in mind: getting from A to B. But that has not stopped major service providers from offering plusher, more personalised experiences. Uber Black, for example, is the company’s ‘executive’ option, offering access to professional drivers in high-end cars. It speaks to the evolving needs of ride-hailers. If more people turn to ride-hailing over traditional mobility methods, it begs the question: how might customer expectations grow, and how will the typical user experience develop?…

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