domeet webmaster

In the past year, is the rate of development of Didi quickly or slowly?

Editor’s note: This article is from “Tencent Technology “Peeping” section” author: Li Si Yi.

Targeting:

• 1The windmill business only occupies less than 1/10 of the overall business of Didi, compared to the tens of millions of daily orders of the drop is negligible, and the windmill is most vulnerable to security risks due to various uncertainties.

• 2 During the time when the windmill was off the assembly line, many users chose “black car” and “social media” to further increase the security risks and risks.

• 3The current program of Drip and Windmill has experienced more than a dozen versions before and after, and more than 200 functions have been optimized to achieve four steps: access threshold, pre-departure prevention, line protection, and post-processing.

• 4 drops the previous line-two-line-three-line “layer-level reporting” approach, and now once the first-line identifies possible security risks, the event quickly enters the security system from the service system.

No Chinese technology company has received such high attention in the past year, except for the travel platform.

From May to August 2018, two consecutive windmill vicious incidents occurred within four months, pushing the drops to the cusp of public opinion. For a time, let the drops become “the target of the public.” The business department involved in the business has been offline nationwide since August 27, and the business model and product logic have been re-evaluated internally.

Therefore, although the sound and voice of the drip will be on the line again, the official reply of Drip is always “currently the windmill is still offline indefinitely.”

In the past year, Didi, the train that has been running fast since its birth, has changed its course and started to slow down, overhaul itself, and rumor.

The ride continues to improve the function, but there is still no schedule on the line

The Yueqing incident brought not only the downline of the ride, but also the downwindThe duties of the executives of the car were exempted. As a member of the early team of Didi Chuanfeng, Zhang Rui was appointed as the general manager of the Shunfeng Business Unit in September 2018. After taking office, the first thing Zhang Rui faced was the stability of the team. After the downwind business was forced to go offline, the whole team was seriously frustrated.

In the past year, the team from the original 300 people experienced optimization, transfer, and new, and now maintains a scale of more than 200 people. “While the team changes, there will be a resignation, there will be a transfer, but the core personnel are there.” Zhang Rui told Tencent’s “Peeping”, in addition to optimizing and transferring 20% ​​of the staff to support internationalization and other business personnel. Windmills also incorporate a number of security-related product, operations and algorithmic positions.

For a department that does not have any business, the performance appraisal and career development of the rider makes Zhang Rui’s department head quite troublesome. When asked how to assess the staff of the shuttle, Zhang Rui said, “There is not performance, but performance will not stay,” he said, staying on behalf of the praise, the students left behind The goal is clear – just to make the ride.

In fact, there has been intense discussion inside the Drips for the problem of leaving the windmill. On the one hand, the windmill business only occupies less than 1/10 of the overall business of Didi, compared to the tens of millions of daily orders of the drop is negligible, the windmill is most vulnerable to security risks due to various uncertainties; During the time when the wind was off the assembly line, many users chose “black car” and “social media” to further increase the security risks and risks.

“Responsibility and mission make Drip not turn a blind eye to the needs of this part of the user,” the answer given by Didi is that the value of the ride is huge for the majority of users, and Didi has the responsibility to help users create value, which also strengthens the drop. Drop the confidence to continue the business. Di Wei, founder and CEO of Didi, said, “Today’s Didi is not only a technology innovation company, but also a social service company. In the case of difficulties, it should reflect the responsibility and responsibility of a company and do a good job.”

In Zhang Rui’s view, the team has experienced the following four stages in the past year: the first stage, after 2-3 months after the incident, stabilized the team, listened to the members’ voices, understood their pain points, and calmed down. Their mentality, find problems, sort out problems; the second stage, at the end of 2018, calm down to sort out the problems in the whole business of the company, and carry out repeated discussions and resumptions; the third stage, starting in February 2019, The issues discussed earlier were sorted out and rectified, and they were fully discussed with other departments and re-formed, and repeated. In the fourth stage, since July, the media public has provided feedback on the current improved plan.

Zhang Rui said that the current program has experienced more than a dozen versions before and after the program, and more than 200 functions have been optimized to achieve four steps: entry barrier, pre-departure prevention, in-line protection, and post-processing. Based on the above considerations, Didi launched three core measures: trueThe smooth route, including the removal of the nearby order function, can only be indirectly used in the common location, permanently offline user privacy information; true identity verification, including all user real name authentication, video dynamic collection of ID information, face recognition, information verification card; The whole process of peace of mind, including travel warning reminders, customer service upgrades and up to 1.2 million driving accident insurance. At the same time, a security program specifically for women was launched.

According to the introduction of Didi, during the trial operation of the future, the day and city scenes will be opened first, and the information service fee will be waived during the trial operation. The focus will be on continuously correcting the iteration based on feedback from everyone after use. . Zhang Rui explained that the business should be done well, and a large amount of capital investment is needed in the early stage to ensure operational security and user experience. Didi collects a limited service fee and is hoping to provide users with better, continuous, improved service and experience. On the previous media open day, Di Di Chief Security Officer Hou Jinglei once said that Didi’s investment in security this year is about 2 billion yuan. But when the windmill is on the line, the drop still does not give a clear point in time. “It is still necessary to improve and improve the safety of the ride through brainstorming and improve the basic safety.”

Customer service authority upgrade: In case of security risks, you can enter the security system directly from the service system

Liu Xidi, who obtained a double bachelor’s degree in economics and mathematics and history from Yale University, joined Didi in 2017 and worked in business departments such as driving, car rental, and smart transportation. In May 2018, Shandong flight attendant was sent to the customer service experience team one week before the death of the drip in Henan.

After two windmill incidents, the response speed of the customer service team and the emergency response mechanism were also criticized by the outside world. One year later, I mentioned the time at that time. Liu Xidi even used “shadow” to describe it. He said that although the customer service team and the shuttle team have been severely hit, the difference is that the customer service team can not work offline under such high pressure, because it carries the consultation and complaint handling of all the business lines of the Drip Platform.

Team building at this time is especially important. As the team leader, Liu Xidi will often visit the customer service branch. First, chat with front-line employees and team leaders to understand the ideas of grassroots employees. Secondly, maintain close communication with more than 200 managers and more than 60 supervisors, learn about the situation of product technology leaders, and find ways to solve problems and implement them; Again, take certain incentives to boost morale and drive everyone’s enthusiasm.

Today, Didi has nearly 9,000 customer service staff, 7*