Due to the rush of time and lack of energy, this article is only designed for the offline travel consumption field, and does not involve the design of other system modules. There is no perfect solution, and this document is for reference only by each product and operator. This paper proposes more consumption scenarios and security mechanisms, aiming to provide a new thinking mode for the upgrading of product security architecture and contribute to the construction of the social security security system.
Key words: operation, security mechanism, group-nomito, escape from orphans, secret room mechanism, tripartite mechanism
Explanation of terms and abbreviations:
1. Background
1. Didi Security Mechanism
Let's first look at what Didi's security department has done in the field of security after experiencing many security incidents before:
The panorama shows us the comprehensive consideration of the enterprise for the design of the safety management system, but for users, they often can only feel the core pieces of the picture - "online", "offline", "response and disposal" , "User Communication", here is the part where users can most directly participate and experience intuitively.
In order to make it easier for you to analyze phone number list the core experience process of users, we can directly look at the figure below. Take Didi's "Hitchhiker" business as an example, the reason for choosing the "Hidwindower" business is that the safety processing level of the "Hideflyer" business is relatively high. Higher and more detail-oriented than other lines of business.
As can be seen from the figure, the safety assurance process of the "ride-hailing" business is basically the same as that of the online car-hailing service, and functions such as platform 110 alarm, itinerary sharing, emergency contacts, route deviation reminder, and itinerary recording are synchronously iterated. However, Didi Shunfeng has exclusively launched a female-only protection plan, and for this reason, Didi Shunfeng has launched a female safety assistant.
Such a set of safety procedures does guarantee the overall travel safety to a certain extent, but through user surveys, scenario simulations, and even more business safety considerations, there are still many areas to be improved.
Collecting a lot of online public opinion, what is widely criticized is that "once the harm directly invades, the so-called one-button alarm will become an empty function that cannot effectively fight violence", "it is often encountered that drivers take the wrong way and pay more, and the platform directly deducts them. fee." Wait...
As a product with a wider business line and phone number list more emphasis on offline experience, "Miituan-nomito" will have a more arduous design task for the user safety system and greater social responsibility.
2. User research
1) Q&A What are you most worried about when using Didi?
Character 1: The first time a 19-year-old female student came into contact with online car-hailing
focus point:
Worry about getting on the wrong train and going to the wrong destination
Worry about malicious deviation from the prescribed route
Worry about tariffs
personal safety issues
Worry about the driver not driving properly (speeding, running a red light)
Character 2: 21-year-old female student 3 years of online car-hailing experience
focus point:
Worry about malicious deviation from the prescribed route
Worry about tariffs
personal safety issues
Character 3: A 22-year-old male student has 4 years of online car-hailing experience
focus point:
Worry about malicious deviation from the prescribed route
Worry about tariffs
Character 4: 30-year-old female employee
focus point:
Worry about malicious deviation from the prescribed route
Worry about tariffs
personal safety issues
To sum up: "Deliberately veering off a given route" can lead to both "tariff issues" and "safety issues".
Through the questionnaire survey of more than a dozen typical people, the "fee problem" basically exists in the "watch list" of various groups, which directly shows people's demand for economic consumption. "Safety issues" generally exist in the "watch list" of female groups, which basically implies the hidden dangers of safety in the current society.
2) Q&A After learning about the business form of "nomito", which aspect of the product do you pay most attention to?
The protection of privacy, after group consumption on the platform can ensure that there will be no harassment after consumption;
Whether personal safety protection can be effectively carried out during the use of the product;
After consumption, whether the after-sales service can follow up in time.
2. Exploration
Both "Didi" and "nomito" are O2O business models, especially the multi-business extension of "Miao Tuan" to offline products. What needs to be solved urgently and improved is safety and after-sales service. question. This article only focuses on the field of offline travel consumption, focusing on the potential safety hazards of each role in the consumption process, and proposes a new concept of safety assurance.
To introduce a system plan that makes users relatively satisfied, it requires us to return to the user's perspective, analyze user psychology, and understand user needs. Users not only refer to service consumers, but also service providers, and even platform maintainers. We can use the "role-scenario-role" model to think strategically.
1. Segment roles
Let's first divide the four participating roles in the O2O model:
OP: online platform online platform
OU: online user online user
SP: service provider service provider
SC: service consumer service consumer
2. Divide the scene
1) The roles involved in Didi's car-hailing business include sp-op-sc
The scene relationship is shown in the figure: