Rapido Safety
What it's about
Feeling safe is essential for everyone, no matter their gender or background. As one of India’s largest ride-hailing apps, it’s our responsibility to ensure a secure journey for both customers and drivers. This case study explores how we embedded safety into the end-to-end ride experience through thoughtful design. From in-app features to real-world measures, we introduced ten key safety initiatives to make every ride safer.
My Role
Product design
UX research
Prototyping
Usability testing
Team
Product Designer - Me
PM- Saurabh
Research - Caren
Consumer Service Delivery team
Developer - 5 people
Timeline
8 months, Jan- August'23
Tools
Figma, Miro
A Crisis That Redefined Our Approach to Safety
Safety is often treated like a checklist—until reality forces a different perspective.
In November 2022, Rapido faced a critical moment. A horrific sexual assault incident involving a ride led to intense public outrage and deeply shook trust in our platform. It made one thing painfully clear: without safety, nothing else we built mattered.
We couldn't afford surface-level solutions. Trust isn't restored through one feature or campaign—it’s rebuilt through every small interaction, visible and invisible.
With this in mind, we redefined our approach:
Immediate action: Ship a Live Ride Tracking feature to offer riders and families visibility during trips.
Long-term change: Step back, partner with Research and Consumer Service Delivery teams, and design an end-to-end safety system embedded into the full user journey—inside and outside the app.
Instead of asking "What safety features should we add?", we asked a harder question:
"How do we design for trust at every touchpoint?"