--- name: ride-booking-experience type: experience journey: customer persona: Student (20), deaf, getting home late domain: Ride-hailing technology: Native mobile app (iOS / Android) core: "1.0" description: "Experience skill: Booking a ride and sharing the trip — the best-practice customer journey for a student (20), deaf, getting home late in Ride-hailing on Native mobile app (iOS / Android). Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Booking a ride and sharing the trip A rider books a car, sees the driver and fare before it arrives, and can share their trip or get help at any point. **Outcome** — At least 95% of riders confirm the car matches the app before getting in, and the safety tools are reachable in one tap on every trip screen. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Jordan, Student (20), deaf, getting home late > “I want to know it's the right car and that my flatmate can see where I am.” Travels home from evening classes; communicates with drivers by text. **Goals** - Get home safely and affordably - Know the car and driver before stepping in - Let a friend follow the trip **Pains** - Drivers calling instead of texting - Fares changing mid-trip without explanation - Not knowing where pickup actually is **Behaviours** - Books from inside a building, then walks out - Shares trips with a flatmate - Rates every trip **Access needs** - Deaf — uses text and visual alerts only - British Sign Language user; written English is a second language --- ## Domain — Ride-hailing - Show the fare or fare range and how it is calculated before booking; surge pricing disclosed with the multiplier - Driver identity, vehicle make, colour and plate shown before pickup - Location sharing for trip sharing requires explicit consent and ends when the trip ends - Emergency help route available throughout the trip, with location sent on use - Licensing rules for drivers and vehicles must be met; licence details available to riders Vocabulary to use: `pickup`, `drop-off`, `fare`, `driver`, `plate`, `share trip` ## Technology — Native mobile app (iOS / Android) Inputs: Touch, Location services, In-app messaging - Works with location off by typing an address - Trip share link expires at drop-off - Emergency button works with low battery mode on --- ## Journey (5 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Where to** | Set pickup and destination | `form` | “Where are you going?” | | 2 | **Choose ride** | Compare ride types on fare and arrival | `list + filters` | “Standard · £9–£11 · 4 min away” | | 3 | **Driver on way** | Recognise the car and driver | `detail` | “Check the plate: KD71 XRT · Grey hatchback · Sam” | | 4 | **On trip** | Share the trip and reach safety tools | `progress` | “Share your trip so someone can follow along” | | 5 | **Arrived** | Pay, rate and report issues | `feedback` | “You've arrived. £10.40 charged to your card.” | ### 1. Where to - Pickup shown as a named spot, not just a pin - Saved places and recent trips first - **error:** We can't pick up here — choose the nearest marked spot ### 2. Choose ride - Fare range and arrival time for each option - Accessible vehicle option shown as standard - **empty:** No cars nearby — 'Try again in a few minutes or book for later' - **loading:** Finding drivers ### 3. Driver on way - Plate in large text first, then colour and model - Message driver with preset texts; 'I'm deaf, please text' option - **error:** Driver cancelled — we're finding you another car ### 4. On trip - Share trip and safety buttons pinned on screen - Live route with arrival time - **error:** Route change detected — 'Is everything OK?' check-in ### 5. Arrived - Final fare with breakdown - Rating optional; report link always visible - **error:** Fare higher than quoted — show why and a dispute option --- ## Principles 1. Know the car before you get in: plate first 2. Safety is one tap from every trip screen 3. Fare shown before booking, with any surge explained 4. Text-first communication is fully supported 5. Location sharing is temporary and visible ## Do / Don't **Do** - Show the plate in large text - Let riders tell drivers they prefer text - End trip sharing automatically at drop-off **Don't** - Default to voice calls between driver and rider - Hide surge pricing until the receipt - Keep sharing location after the trip ## Accessibility - Meets WCAG 2.2 AA; all alerts are visual and haptic, never sound only - Plate and driver info read in a logical order by screen readers - Safety button ≥ 48px, fixed position, labelled 'Safety' - Live region announces 'Driver arriving in 1 minute' without moving focus Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - Plate first: 'Check the plate: KD71 XRT' - Preset messages are short and clear: 'I'm at the main entrance' - Safety copy is calm and direct: 'Need help? Call emergency services or tell us now' ## AI interactions - Detects unusual stops or route changes and asks the rider if they're OK; the rider chooses what happens, and no alert is sent without them unless they don't respond and emergency criteria are met ## Edge cases - Car doesn't match the app — 'Don't get in' guidance with report and rebook - Phone dies mid-trip — share link shows last location and status - Rider is a minor using a parent's account — follow the account's teen rules - Driver asks to end the trip early off-app — show a warning and keep the trip active --- ## Measures | Measure | Target | How | |---|---|---| | Plate check confirmation | ≥ 95% | Riders tapping 'This is my car' before pickup | | Safety tool reach | 1 tap | Expert review of every trip screen | | Fare within quote | ≥ 97% | Trips where final fare is within the quoted range | | Trip shares | ≥ 20% of night trips | Trips 22:00–05:00 with sharing on | Research: Diary study of late-night riders; Usability tests with deaf and hard-of-hearing riders; Safety feature review with rider safety experts. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.