Offline Booking
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When there's not internet, users can book using SMS. They need to begin by tapping a button on the app that creates the first message that you see here. It contains the location details of the user that the service requires (hence the warning not to edit).
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The SMS booking feature is not a complete chatbot. It only accepts specific replies and SMS messages cannot be accompanied by buttons and other graphics (like FB messenger bots). So the user must be prompted at every point on what to reply.
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Considering the fact that Ola is used by people from diverse backgrounds, the messages had to be simple and functional.
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I had to draft messages for various permutations, combinations and use-cases. This was one of the most challenging projects that allowed me to flex my conversational UI design skills.
Here is a sample picked from several pieces of conversations I designed.
I need a cab @ 12.8758010864258, 77.614475443728 (Please do not edit this SMS. Standard SMS charges of Rs 3 per SMS apply)
I need a cab @ 12.8758010864258, 77.614475443728 (Please do not edit this SMS. Standard SMS charges of Rs 3 per SMS apply)
Kranthi, here are cabs near Cherry Hills, Embassy Golf Links Business Park, Challaghatta, Bengaluru-
Micro 2 min away
Mini 1 min away
Prime Sedan 1 min away
To ride now, reply with <cab type> followed by OTP 4482.
e.g. Micro 4482
Micro
We also need your OTP to make a booking. Please reply with 4482
4482
Sorry, Micro is no longer available. Here are cabs near Cherry Hills, Embassy Golf Links Business Park, Challaghatta, Bengaluru-
Mini 3 min
Sedan 5 min
Prime 2 min
To ride now, reply with <cab type> followed by OTP XXXX.
e.g. Mini 1234
Mini 1234
Your booking is confirmed! You’ll get an SMS with ride details. If you want to cancel the ride, reply to this conversation with CANCEL.
CANCEL
Your ride with Ramesh (KA51C 8219) has been cancelled. If you want to book another ride, please share your location from the Ola app.
Booking with Alexa
We created what is called a minimum viable product to begin integrating with Alexa. The Ola skill on Alexa allows users to book a ride from locations they've saved on the app as Home and Work. All the instructions on how to use the Ola skill are clearly given in the skill description and the voice messages also help the user understand. Once set up, it's fairly easy to book a ride. This was my first experience designing conversations for a voice user interface (VUI). It was an exciting and challenging activity, and great fun.
Here is a piece of conversation with Alexa
Welcome back to Ola! What would you like me to do?
Book me a Prime Sedan to Work
I found an Ola Prime Sedan that is 4 minutes away. If you have any Ola Money, it’ll be used to pay the bill at the end of the trip.
The estimated fare for your trip from Home to Work is 200-250 rupees.
Shall I book this ride?
I'm not sure...
Sorry, I didn’t get that.
Do you want to book this ride?
Yes please.
Your booking is confirmed and your ride with license plate ending in 4354 will arrive in 2 minutes. The OTP for your ride is 2323. I’ve sent a Home Card to your Alexa app, and an SMS to your phone with the ride details.
Thank you! Where is my ride now?
You ride with license plate ending in 4354 will arrive at your home in 2 minutes.