Information Architecture & User Journey Mapping

The Information Architecture (IA) and User Journey Mapping define how users interact with the app, ensuring a smooth and intuitive experience.

​

Information Architecture (IA) – Structuring the App

Information Architecture is about organizing the app’s content, features, and navigation in a logical manner for both riders and drivers.

​

High-Level Structure

The ride-hailing app consists of three main components

​

• Rider App (for passengers booking rides)

• Driver App (for drivers accepting rides)

• Admin Panel (for managing operations)

​

Rider App Information Architecture

• Onboarding & Account

  • Sign up/Login (Phone, Email, Social Media)

  • Profile Setup (Name, Payment Methods, Preferences)

  • Safety & Privacy Settings
     

• Ride Booking

  • Home Screen (Enter Destination, Ride Options)

  • Fare Estimate & Ride Request Confirmation

  • Matching with Driver (ETA Display, Driver Details)
     

• During the Ride

  • Live GPS Tracking

  • Ride Status Updates (Driver Arrival, Ride Progress)

  • Ride Cancellation Option
     

• Post-Ride Experience

  • Payment (Cash, Card, UPI, Wallets)

  • Ride Rating & Driver Feedback

  • Ride History & Receipts
     

• Support & Additional Features

  • Help & Support (Report Issues, Contact Support)

  • Safety Features (Emergency SOS, Ride Sharing)

  • Promotions & Offers

​​

Driver App Information Architecture

• Onboarding & Verification

  • Driver Registration & Background Check

  • Vehicle Registration & Inspection

  • Payment & Bank Details Setup
     

• Ride Management

  • New Ride Requests (Accept/Reject)

  • Ride Earnings & Fare Breakdown Display

  • Navigation & Best Route Suggestions
     

• During & After Ride

  • Ride Status (Started, In-Progress, Completed)

  • Earnings Display & Transaction History

  • Rating & Feedback System
     

• Driver Support & Features

  • Support & Dispute Resolution

  • Performance Metrics & Incentives

  • Vehicle Maintenance Alerts

​

Admin Panel (Business Management)

• User & Driver Management (Verification, Banning, Dispute Resolution)

• Ride Analytics (Peak Hours, Demand Analysis)

• Pricing & Surge Adjustments

• Promotions & Discounts Management

​

​

​

A User Journey Map helps visualize the experience of riders and drivers as they interact with the app.

​

RIDER JOURNEY: Booking & Completing a Ride
 

• Step 1: Opening the App

  • User Action: Opens the app → Sees a clear “Enter Destination” field

  • Best Practice: Show real-time location with auto-detected pickup poin

​​

• Step 2: Selecting a Ride Option

  • User Action: Chooses between Economy, Premium, Shared, or Bike

  • Best Practice: Show estimated fare, ETA, and surge pricing (if applicable)

​

• Step 3: Confirming Ride & Matching with a Driver

  • User Action: Taps “Confirm” → Waits for driver assignment

  • System Action: Finds the nearest driver based on distance, rating, and ride preferences

  • Best Practice: Display driver details, vehicle info, and estimated arrival time

​

• Step 4: Ride in Progress

  • User Action: Boards the vehicle and tracks the journey live

  • Best Practice: Provide an SOS button, route sharing, and customer support access

​

• Step 5: Ride Completion & Payment

  • User Action: Pays via preferred method (Card, Cash, Wallet)

  • Best Practice: Provide fare breakdown, digital receipt, and easy tip option

​

• Step 6: Rating & Feedback

  • User Action: Rates driver and provides feedback

  • Best Practice: Prompt users for feedback but don’t force it

​

​​Driver Journey: Accepting & Completing a Ride

​

• Step 1: Driver Logs In & Becomes Available

  • User Action: Opens the app, sets availability status to “Online”

  • System Action: Starts searching for nearby ride requests

​

• Step 2: Receiving a Ride Request

  • User Action: Sees ride details (Pickup, Destination, Fare) → Accepts or Rejects

  • Best Practice: Provide an option to decline with reason (e.g., too far)

​

• Step 3: Navigating to Pickup Point

  • User Action: Uses the in-app map or Google Maps for directions

  • Best Practice: Show optimized route with real-time traffic updates

​

• Step 4: Picking Up the Rider & Starting the Trip

  • User Action: Confirms passenger identity, starts ride

  • System Action: Notifies rider that trip has begun

​

• Step 5: Completing the Ride & Earning Payment

  • User Action: Ends the ride, sees earnings summary

  • System Action: Processes payment (Auto for digital, cash for manual)

​

• Step 6: Rating & Feedback

  • User Action: Rates the rider

  • Best Practice: Encourage ratings but keep it optional

​

Edge Case Handling in User Journey

​

• Rider Cancels Before Pickup

  • Notify driver immediately

  • Apply a cancellation fee if needed

​

• Driver Rejects a Ride Too Many Times

  • Provide an option to pause ride requests

  • Prevent penalties for justified cancellations

​

• Payment Fails After Ride

  • Retry the transaction

  • Allow ride credits for future payments​​​