We learned about drivers’ deep knowledge of their city, daily needs, and community values. We drew timelines of what drivers did on a typical day, discussed the “pros and cons” of living in Jakarta, and sketched ideas together. These activities helped us prioritize the needs that mattered most. For example, several drivers told us that Google Maps often suggested roads that were inaccessible to two-wheeler vehicles, which led to frustration.
Another key takeaway from this workshop was understanding how Go-Jek drivers interacted as a community. The drivers described how they relied on each other if they got lost or when their devices weren’t working well, demonstrating how people make decisions as a community, not just as individuals.
After the immersion trip, we continued to partner remotely with more drivers throughout our product development process. Our partners in India and Indonesia helped us test routing quality, arrival times, landmark quality, and navigation. This testing process also helped us quickly identify roads that were not suited for two-wheelers, as well as additional landmarks that were missing from the map. Whatever the product, collaborating with people in local communities throughout the product cycle is critical to ensure a more responsible, inclusive process.