Driver discovery interview notes

MetroMove Driver Discovery Interview Notes

Drivers reported that mobile data frequently drops on the eastern and hillside routes, sometimes for ten to twenty minutes. Several drivers said they cannot tell whether a ride-status change was saved when the signal disappears, so they retry manually after connectivity returns.

Drivers expected onboarding to work on basic Android devices, but some share a phone with a family member and replace SIM cards when network coverage changes. They asked whether a missed SMS code would block them from beginning work.

Interviewed drivers described sending identity documents to a coordinator through chat. They could not see whether a document was received, under review, rejected, or approved, and they did not know who to contact when verification stalled.

Drivers said urgent safety or payment questions are sometimes sent to whichever coordinator responded most recently because there is no published escalation contact.