Recently, I happened to rehire a lorry after a gap of about one-and-a-half years for purpose of shifting some household stuff. The owner-cum-driver came in with a surprise makeover—driving an air conditioned light truck instead of an older generation tempo and flaunting a full touchscreen smartphone instead of the basic phone he had clung to for past many years.

He also had exciting experiences to share, of how he was now earning much more than he was, thanks to the new-generation vehicle he had had for six months now. He had tales to tell of how the power steering and air conditioning helped him brave the heat-wave hit terrains effortlessly.
And you bought this gadget to make your new style statement complete, I asked, pointing at his smartphone. He smiled and said the device meant more for him than what I would think.
Citing an example, he said: “I had to recently take a consignment from Bengaluru to Vijayawada and the client said the distance would be a little more than 500 km. I checked Google Maps on my smartphone and the distance showed up as around 660 km. The client had no choice but to agree and that served as the basis for calculating the charges. Earlier, I would have checked with other drivers but there would invariably be a negotiation. Typically, that would leave at least one of the parties unsatisfied. Now, the tech-induced transparency makes it a win-win for both the sides.”
Moreover, he reached Vijayawada using the GPS application and didn’t have to keep stopping to ask for directions. On a couple of occasions, when he diverted from the prescribed route, the application pointed out and he was able to do course corrections.
Such user experiences would provide rich consumer insights and hypothesis that service providers could use to further develop and refine their apps and value-added service (VAS) offerings for various communities.
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