LAGOS(NG)
Gokada is a ride-hailing service company that provides commuters access to hail motorcycles and take safe and affordable rides to any part of Lagos. To operate successfully, Gokada needed efficient pilots that will be available to customers at all times. However, recruiting pilots was a challenge that took a long period. To improve on this and successfully streamline and onboard new pilots, Gokada saw the need for an effective recruitment system that manages hiring and onboarding processes.
Gokada 2.0 was an initiative to improve the efficiency of the services Gokada offered. This includes new bikes, safety protocols, gears and an improved pilot assessment service level and, as a result, Gokada let go of over 50% of its pilot leading to a shortage in supply.
Problem
Gokada was 50% short of G-Pilots due to the improved assessment standard, and onboarding new pilots took two weeks because it was done manually. This was a challenge for the business and to get back on track, Gokada needed to hire new efficient pilots fast and streamline the G-Pilot recruitment process.
Research
To find an efficient way to recruit new pilots fast and seamlessly, we needed to understand the current process and why it took as long as two weeks. We found out that:
Eligible candidates go through training and tests before being recruited. The training and test are in two phases, the theoretical and the practical part. The theoretical training involves learning educational resources as regards safety, customer service and service level requirement and passing the set test, to move to the next phase. The practical training involved candidates test riding the G-bike. We realized that the majority of the theoretical training can also be done remotely with already available infrastructures.
Solution
Gokada partnered with different cyber centres across Lagos which served as recruitment centres for pilots. These centres were tasked with:
Prospective candidates were mandated to take an eligibility test via a USSD code. To validate their eligibility, they are required to take another test at designated recruitment centres. These tests include theoretical training and practical. To achieve our objective of a successful, fast and convenient recruitment process, we designed the following:
Montserrat
Regular
To understand and test our assumptions we designed a skeletal structure of the proposed Solution
This was designed to give pilot access to learning materials designed to educate them about their responsibilities, service level requirement and how to attend to Gokada customers. Prospective candidates can also take the required test set by the Gokada team on the same platform. These tests are set from the learning materials with the sole aim of evaluating their understanding about what is required to be a G-Pilot.
