BlackBuck (Supply) User Experience Survey

“The whole is greater than the sum of its parts”

17

Locations

5

States

2

Weeks

21

FOs

1

broker

13

employees

5

drivers

SUPPLY INFORMATION GATHERED

• Residence type - Live in own family residence
• Language spoken - Speaks Hindi, Regional Language
• Languages written - English (Keywords); Hindi; Regional
• # years in the sector - Varies but atleast 5 years
• Trucks on loan - Yes; more than half on loan (3 years)
• Additional income source - Yes; tyre shop, spare part shop, farming, repair shop
• Favourable Seasons - October to March ; Diwali to Holi ; Except Monsoon
• Device Used - 10k-15K - Vivo , Samsung ( Except for Punjab)
• Education Background - 10th pass (Except young FOs Graduates)
• Apps Used - Whatsapp, Facebook/ paytm,Netbanking ( Except young FOs who use Instagram/ bookmyshow/)
• Blackbuck SMS - Yes, most of them are fully updated ( except few young FOs who check notification only during the trip)
• App Notification - No; Not used.
• Excel or Register - FOs with truck > 25 generally hire staff to work in excell/tally; Rest all register
• Aspirations for yourself - Increase fleet size; get more drivers
• Time Spent Online - Everyday 3-4 times for checking orders; especially in the morning
• Time Spent Offline - Everything after bidding is handled offline
• Market Rate v/s Blackbuck Rate - Whatsapp Group | Match broker price +50 to accept
• POD courier - Majority is not satisfied ; Especially ones who generate 50 PODs in a month
• Partner Support Views - Never Called Partner Support | Handled by Local team or bangalore RM
• Chat v/s phone - Urgency only phone; Sending Info and images use Whatsapp; Our Device chat rarely used
• Check My Bill /Make My Bill - Not used much ( Except Young FOs)
• Loading/Unloading - Always a pain for all FOs

Supply Personas

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Uday Thakur 40 Yrs

Trucks - 20

Education - 10th pass

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Has 20 trucks in his family. Half are on loans

Brother runs a parallel business

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Uses only Whatsapp and limited Facebook. Has quite a few FOs in his friend circle. Maintains Register for Bookkeeping, doesn’t use netbanking much. He is very fussy about his every penny and cross checks with calculator.

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Babul Sikka, 27 Yrs

Trucks - 5 on loans

Education - Graduate.

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Uses Whatsapp, Facebook, instagram, Bookmyshow,Paytm, Netbanking. Maintains Register for Bookkeeping.

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He is 2nd generation into trucking and is more concerned with his lifestyle and doesn’t want to work in traditional way. Likes blackbuck but doesn’t want any hassle in multiple calling. Isn’t fussy about 2k-3k penalties but everything should reflect in the system the way it is (Make my Bill)

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Bharat Ahuja 45 Yrs

Trucks - 15 on loans

Education - 12th pass

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Uses Whatsapp, Facebook, Netbanking. Maintains Register for Bookkeeping. He has influenced others as well to join group with him for blackbuck but uses his own account.

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He is a power user since he knows his way around all Blackbuck apps and stays updated with schemes

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Manas Mittal 40 Yrs

Trucks - 70 trucks

Education - Graduate

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Uses Whatsapp, Facebook, paytm, netbanking, has a staff (munshis) who Maintains Register/sheet/tally etc. for Bookkeeping. He doesn’t want to use app attend any calls.

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He will ask his staff to use the app.

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Banshi Ram 35 Yrs

From : Jashapar

Expereince 40 Yrs

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He has been driving since last 25 years. He travels 5 days and spends 2 days at home which is close his source location.

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Has a feature phone which he charges in truck. He calls FO for work and Broker once he reaches destination point

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Index

• Pitching/Discoverability
• Order Viewing
• Order Acceptance
• Order fulfilment
• Payments
• Partner Support

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• Meet our Partners

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• Meet our Team

Pitching/Discoverability

Compress 5 Apps into 1 App (or 2 at max)

App/s lookup is extremely difficult task for fos and even our team on play store

Blackbuck, Zinka or X : time to decide

Blackbuck (2 syllable) and Zinka(1 syllable) both are interchangeably used; zinka is more used in several distorted forms. Brand dilution.

Give Missed Call to Download the App

Toll free number on banner makes no sense. Lett us Make branding actionable.

Making for Organic FO who takes 3 successful trips without assistance

Can organic fo on-boarding who places first 3 smooth orders with by little help from toll free be achieved right now?

Referrals and first 3 trips cash back to both friends

FO referral works the fastest and best but 1st, 2nd bad experience hijacks trusts of both parties. FOs discuss Blackbuck in group and even share account.

Retargeting Formula - Apply this formula proactively - Make them accept 1st order

Lane-familiarity; load familiarity; <incentive>; Return-load; endless scroll; zero commission; matching broker price; cash for driver; are main parameters which grabs attention in that order. Let us make notification and re-target idle FOs…

Tutorial based Flow

This is missing in almost all the apps of Blackbuck currently. SPs never read app update doc, new app screenshots. For eg; New payment section caught a lot of attention but no one explored it on there own

Order Viewing

Bidding should be more immersive

Eyeballs Particularly high in the morning time. Rate up , Rate down info can also create urgency and make them accept

Market Price Field should be added in our system and fed

Extensive matching of prices from their whatsapp broker groups/calls. If prices match, they prefer the broker. First step to build ML algos for pricing.

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New UX for List, Detail Pages & Bidding

The UX has usability issues for Uday Thakur Persona; We need keep them as base

Combine Orders from both large trailers to 10 tyres

NB has become viewing orders for higher tonnage whereas GB is for smaller trucks plus fuel recharge. But Fos only using one of these despite having mixed trucks

Order Acceptance

Offline negotiation needs to Stop

Online systems should be used or made with definitive TAT. Bidding v/s negotiation. Quick call to AMs, RMs is done to confirm availability and negotiate price. increases TAT dramatically.

Post Order Acceptance UX needs to improve

UX problem here again for non power users. Filling driver detail needs to be made accessible anytime since details are not readily available.

Auto-Accept at Blackbuck price

Moreover, accept BB accept price should given auto-accept instant gratification to make it more luring. No.1 rank in bidding even at accept price lowers my hope.

TAT needs to be strictly controlled

TAT is 15 minutes ( or bid acceptance) but doesn’t happen every-time especially at night. if he accepts post 6 pm, no one is there to accept.

Solve UX problem at accepting, filling details

Filling details is challenging. No gratification at all after completion of filling details. And in fact he is redirected to home, not even my orders.

Report issue - Flags at transit needs to be in place

For eg- Don’t make them enter same numbers at the same time of journey or report damage - cancel trip or change truck etc.

Order Fulfilment

Special Instruction Field Required ; Ops should act as Route Programmers

Special instructions ( route, commodity, warehouse specific, shortage penality etc.) is never explicitly given on time. They work and compare (us with broker) based on their experience and curse us for anything not conveyed. BD team is held responsible in the end. Eg - LAFARGE one JCB at unloading;

Reverse feedback mechanism for non-TAT cases

Loading/Unloading is very painful. non-availabilty of space; >3 days halting; rejection; frequent follow ups; Frustrated driver - In that order. This and above point will create a reverse feedback loop and improve the system.

Let drivers give the signal upon reaching destination ( loading/unloading)

The information of truck reaching loading and unloading point is always available with respective FO; even before us. The truck transit info is not important right now. Also drivers try to call back on tracking to signal they have reached; which is not allowed. OEs/Warehouse customer has a list of trucks arrived in order of their arrival time. Pave way for future app scenario

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We need a TAT around halting and handle ones that falls beyond it (not more than 1 day)

4-5 days halting is experienced once-twice even thrice by almost every SP. Rs. 1500 halting is ok for 1-2 days but 4-5 days have chain effect to their loses, reduced no. of monthly trips and ultimately preferring a broker.

Build robust case wise cash system - Take this requirement signal inside system from FOs post acceptance

Non availability of cash or non flexibility of cash (+-5k) is top frustration. Advance cash to SP means not much if we fail to provide urgent flexible/cash to the drivers. Cash card adoption is less. Bid accepted locally-remotely v/s driver started for loading point v/s 24 hour recharge timing mismatch. Owners withdraw for drivers. Advance works only if driver is at source.

Let us start respecting drivers like their owners do

Frustrated driver hurts the business as FOs have to shift him to other lane than blackbucks. Every additional mile (apart from journey) is a source of frustration.

Payments

Solve for POD case wise in the system

POD - Huge problem. The gratification of successful unloading is lost with POD at hand and task to mail it to Bangalore and returned only when payments are done at the said time in sms. To-Pay ; From Pay updation of status error

Solve for Tech UX issues in To-Pay/ From Pay - Connect it back to cash problem

To pay - From pay ; Cash/Cheque always has confusion at FO and driver level.

Use incentive but not for every trip

Incentive was very dear scheme to all of FOs. Smartly using it to book first 3 trips; refer and earn when friend books; competitive edge in commodity etc.

Ux of Payments sections needs to be revised

Sentences of deduction/penalty is not clear to most fos and infact our own team

Partner Support

Tectonic shift - Direct all calls to Partner Support

Assisted Fos (almost all of them) never calls partner support on toll free and ones who did never called again due to handholding mismatch.

Bring qualified Partner Support in Bangalore office - One single source

Let us brings partner support in our office and make them work in close vicinity to supply product managers.

Attend x number of calls every week

We should all take turns to attend to calls weekly. No better way to understand our Supply partners and their issues directly.

Issue reporting on system is broken; need to fix it amazon style

Chat option on App is rarely used - late replies; no background history until first 2-3 messages; UX flow problem - frustration is mounted in that order.

No agent image or Online status on chat Dissolves trust - need 24 x 7 support

We need to follow some standard UX principles for making them habitual to chatting with us- Eg- Swiggy

Measure and dramatically Reduce the number of calls made

Broker is only called once by FO and Driver. Measure and reduce - FO to RMs; FO to warehouse staff; Drivers to Warehouse staff; OEs to warehouse staff; Drivers to OEs; FOS to OEs…

Ops Experience insight

Supply Discovery Tech

Building Tech for SMs which could enable them to engage proactively with potential FOs and not relying on hiring regional SOEs, OEs who do the job for them. For eg; database from vehicle info App

From Manual to Tech; Attitude Shift Required on ground

Notion is that app adoption means user able to place bid on app along with all the manual to-fro. They should complain and product should record how system didn’t help. “Some of the best ideas come from Unexpected sources”

Reduce daily maintained sheets, forms, docs to just system with permissions -

10-12 google sheets/forms are maintained in every OE, PM, AM systems for the daily placements. Permission on OE app is not segregated at any level so everybody can access everything.

Do not entertain calls which the system has no record of -

System fails to match the speed at which Our SOEs, OEs, RMs, Managers are slowly acquiring a broker like personality but system is not. Almost all fos have personal contact numbers of their RMs in bangalore and there is a lot of to-fro on whatsapp with them ( bhupinder, mandeep, salim and sonal in kandla etc.),

Retention first thing to help us scale; Set targets -

An attitude shift is required - not retaining broker might be okay even now, but observation is we placate fussy fos out of the system in the light that there are more fos in the market. Problems are universal; critical mass vs enless supply

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BD and Supply have solid Disconnect especially at offbeat hours-

Trucks loading and unloading at offbeat hours needs to be monitored with Demand side as well. Supply has no one to call on demand end during these hours when issues arise. Eg. Surya - Supply Disconnect in Rajasthan. Also RMs respond to late night FO calls.

OMS on Phone -

OMS activities for eg. BID acceptance etc. should be made available on the go since our managers are moving from place to place.

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Explore Whatsapp for Business -

Bookmyshow is first business to participate in pilot of Whatsapp for business. This may revolutionise most of our pain-points with supply

More thoughts

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• App should only be made accessible to registered phone number - since we are missing out a lot on app features ( eg. data based notifications etc.)

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• App suggestion - They should not be able to change driver details 24 or 12 hours before the loading time. Those who want = special cases.

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Meet our Partners

Rajasthan

Type - LFO

• Name - Narayan Jat
• Age - 34
• Trucks - 50 (own) | 4 brothers | all on loan
• Blackbuck - 3 months | 30 trips
• English (keywordish), hindi ( but uses our app in english)
• Apps used - Only whatsapp, facebook

• Fully offline After Bidding - After accepting the bid, he messages (whatsapp) his driver details etc. to Arun and rest is taken care of. Calls Bhupineder ( RM ) and Arun very frequently.
• Return Loads Required - Face driver issues; driver wants to come back to Padasoli so take limited return loads. Drivers are from local area and trusted ones.
• Trust : Word of mouth ex-broker is that the “ the foreign company blackbuck will take 20,000 truck order someday with 3 days advance and will run away”. But he has goodwill due to day to day interaction with out staff.
• Night Problem - he accepts post 6 pm, no one is there to accept

• Accept Price Criteria - Gets to know about market rate from broker in gandhidhaam via phone. If he is giving 2500 I ask your company to give 2550 and if transporter/broker says 2550 men redo, then he will say that I will charge 2600. So 1500 extra earnings plus I save Rs. 1000 commission so 2500 net net profit. 5 gaadi phi bhar gayi din ki to Rs. 10,000 ho gya.
• Issues - Complain about Cargill factory loading which took 3 days. Another issue was due to ‘tirpal’ or cover which was not available.Arun complains that RM team ka phone uthana 9-6 Hota hai for above issue.

SP placing Live Bid

Live Bid Accepted++

Narayan Jat Explains how he works completely manually after placing bid

Type - FO

• Name - Bhanwar Lal Dhakar
• Age - 28 years
• Trucks - 20 | all on loan
• Blackbuck - 6 moths | 40 trips

• Vyom and FleetGenie tried both app but didn't get the experience so sticking with blackbuck
• Wrong designation cancellation - Was working with broker before but never faced wrong destination cancellations, Bilti problem
• Bad First experience took 4 days in unloading; Driver got really pissed. Handholding and personal touch helped him retain.

Full Interview of Dhakar Ji. Talks about POD problem,

Unloading problems, halting charges, shows his APP, live call to warehouse manager,

Trying to update numbers in the app but system throwing errors.

LINK

LINK

Video

• Vikram (our staff in bhilwada) says “Saara app se karate hai”. But there is some confusion in the word adoption as only bid placement is done on the app, rest all is manual.
• Unloading point (Jaipur) mein POD Milne mein problem. They say 2-4 din laggege, par gaudy to nahi khadi rahegi na waha pe..
• Then Mujhe call Karna padta hai ‘Blackbank' ko 4 din lagatar ki POD bhijwa do
• Call Palti wala karta hai mereko fir mein bhupineder ji, Arun ji sabse baat karta hun. Mera to pesa ruk jata hai na!
• Partner support Bolte hai ki agli Baar gaadi aayegi tab de dunga. Then again next time. But agar load nahi mila to POD wahi fas gayi na..
• Wo log phi courier nahi karte ese cases mein,, pehle mere paas aayegi tabhi to mein Bangalore courier karunga
• 4 din unloading nahi huh to driver pareshan Karne late hai , macchar kha rahe hai… when driver goes and says please unload they say,, mene bola kya aapko male leke aane ke liye to wo chup ho jaate hai…then I have to call
• Blackbuck says we will give you halting na,, what is the problem. Halting to 1500 hai but gaadi khadi rehne par 5000 Rs.(driver salary, maintainence, return toll loss) ka nuksaan hai daily ka…

Why is this message there in the first place. Why should he manually note his gaadi number and order number when it is already visible in his orders section.

orders

click on report issue

Ticket created in chat/mail whatever with history and custom message

orders

note order number

open chat

open section

Copy paste number

Wait for replies

24x7 support in both Hindi and english with agent photo and online status is a must to ensure his dependency on system than manual calls.

write message

Type - SFO

• name - Rajveer Singh
• Age - 49
• trucks - 3
• 6 months - 35 trips
• uses NB app

LINK

• Micro Entrepreneur has 2 tippers as additional business, earlier was in fan manufacturing , before that air force; Want to expand fleet
• problem in POD couriering; Reconciliation also sometimes
• Bad response from PS | talk to shabir in bangalore
• Phone before chat, likes assurance
• Unloading problem was there once
• Loading problems in morbi
• Wants incentive back

• Has pet coke specific problems. - Doesn’t exactly understand how are the deductions made per kg of shortage!
• Please lower the reconciliation time
• Way to cross check from sms to app… deep link or something about what the message is all about
• Fuel card - yes in gujrat , here no office so don’t need it here

Type - mfo

• Name - Suresh ( raj road lines)
• age - 42
• trucks - 15(own)+ 150(group)
• uses NB app

Walkthrough of his tiles powder factory

Suresh Ji using the App;

• Rate accept less bidding more
• POD couriering done by hand to Arun
• partner support no interaction, No toll free, only bhupinder(from bangalore)
• Phone preferred vs chat
• App chat or toll number not used
• Wants to see LR number, weight & Advance should should be shown in App

Type - FO

• Name - Mahesh Bairagi & Mohd. Ashfaq
• Age - 32 years & 28
• Trucks - 32 & 32 | 50% on loan

• Very frustrated, planning to quit Blackbuck; uninstalled the app
• Has 32 vehicles, so feature phone is out of memory for with 4 messages per day
• Pet coke shortage problem; Gopi promised to put shortage at the month end but didn’t happen ( with blackbuck shortage = Rs. 5200, with broker @Rs. 6 - Rs. 1800)
• Entry was not there but vehicle was already reached, info was not passed
• Lot of problem at fuel station ( Eg: waiting for OTP for 1 hour etc.); network problem might be
• @Lafarge has lot pf problem in co-ordination inside warehouse
• Cash for driver , Fuel etc. is a big problem both technically due to OTP and all and cash limit etc. Want flexibility in terms of limits on the go.. time is money… you can update all this in system later

Audio

• “Entry was not there in the system whereas the entire transaction was complete. Told this to srinath ji”
• “ledger or payments summary needs to be more accurate”
• “ Unloading information correctly driver se milti hai, system main update hone se pehle, fir bid mar dete hai deke ke”
• “ bid Marne ke baad Arun ji ko request karate hai bid accept Kar lo na yaar; jo Arun ji bolte hai”
• “Portal mobile mein khulna nahi to Arun se accept Karne mein deri ho jaati hai”�
• “market rate abhi aapse zyada hai”
• “ Advance hamare account main mat daalo bhale but hamare driver ko cash available Karao”
• “driver loading karke aa gya but bitli,parchi banane mein 5 Ghanta lag gya..”
• “Cash Broker betha liya hai - Arun” - but Fos doesn't want 1.5 % fee on cash ~ 500 each time since broker doens’t take that and adjusts in next trip etc.
• “ Mene mayur se bola ise 14000 diesel aur 7000 cash dede, mayur bola 5000 se zayada nai milega , mene bola mein gaadi nahi lagaunga; mene usse bola 17000 ka diesel daal de aur 5000 cash, bola haan ye ho jaayega,,jugaad.,.,., fir jo 3000 the wo mene pump se le liye.. ” — workaround but unnecessary

LINK

• “ 1.5 baje mayur ke lodge mein paas hamara driver gaya usne bhaga diya,,, esa broker ne to kabhi nahi kayak hamare saath..”
• “Mahesh, Bhupinder koi Dhyan ni deta,,, isliye Mayur se hi baat Karin padti hai…kisse baat karen”
• “ IT ka kaam aap khud bhar sakte ho lekin CA kyun rakha hai aapne,, suvidha ke liye,, hame wahi suvidha chye blackbuck se na ki itne saare follow ups..”
• “ Priority pe bilti chye - fuel aur cash chye.. gaadi khada rehne mein koi Matlab ni hai “

UP

type - FO

• Name - ML Khurana | Naveen Khurana
• Age - 35
• Trucks - 14-15 Trucks
• Apps used - Whatsapp, facebook, bookmyshow, paytm

Audio

• 3rd generation in business
• Online - 1 or 2 time check in the morning
• Offline - confirm for order availability ‘yes’ or ‘no’ offline and then book order; loading point, contact etc.
• POD couriered but prefer bulk courier 15-20. All payments clear as of now. Ok with waiting. Trusts blackbuck
• Never called on toll free
• Would prefer chat (less human interaction) but phone has more assurance right now

LINK

• Want to Book return load as well
• POD messages not coming on phone; actually lost in other messages
• Iphone app please
• Contact praveen ji at night; sometimes at night jab pain zayada ho
• Agra se Rice ka load chye forward if possible from blackbuck - intelligence for fos
• First transaction was smooth in terms of POD payments and all. Rest were delayed but trust was built in the first order itself.
• Documentation takes entire day sometimes; happened 5-7 times; “9.30 am se 5.30 pm lag gya dhaba pe loading mein.. fir advance ke like problem aayi”
• Gandhidham to Lisa - is very robbery area - so day gets over for us if you give us papers at night. No oil, rice vehicle runs on this route at night.
• Loading happens then 15 kms guy comes to dhaba ; then papers ; then he has to go back 15 km to collect advance; wastes time, money! since advance before loading you would never give.
• So we stared taking advance from a local broker for a fee.

• Drivers uses simple phones and smart phones both (few young ones)
• Drivers from UP
• Per trip basis fixed fee to drivers.
• Drivers might use app and our system only if he sees that there is certain incentive attached to it. Free calling, food vouchers etc.
• Drivers read very limited messages , number and all
• loading point delay is the main issue for them right now because monthly frequency disturbed additionally drivers get angry, exhausted; additionally drivers argue that you get halting charges what did we get; even our one trip fee is lost.
• Trusted drivers are hard to find. If we get more, we think of increasing our fleet size.

Type- LFO (veteran)

• Name - Chaman Arora
• Age - 68 years
• Trucks - 50 ( in family) | 50% on loan
• Trips - 15-20 trips but offline
• no other income source

• Chaman lal arora has seen this business in India since 1970 years and talks about macro level problems. From steam trucks to Diesel trucks, he has seen it all.
• He talks about bodies which controls the price not the brokers but leaders like Jaipur golden, Roshan cargo, kanpur-gondia who have these brokers in their pockets. He feels that politics/government has a huge influence.
• he himself was 2nd generation in this business
• 10th pass, taking care of family at a very young age
• first time app user due to blackbuck; ordered Motorola G5 from amazon
• If harassment from traffic police etc. nuisance will stop; wages will increase and qualified drivers will enter this industry is what he feels.

Sneak peak into the life of veteran transporter here

• police harassment should stop in this sector
• per kilometre charges would normalise prices for all
• GST should be made applicable throughout
• New comer entry should be systematic unlike how easy it is right now
• Safe parking should be given by the demand
• Uninsured and insured material should be intimidated to us
• Driver does a lot of fuel Hera pheri, we know it and only allow it to certain extent

Type - FO

• name - Puneet Khurana
• Age - 34
• Trucks -10 | all on loan
• 3rd generation in sector | 30 years
• Hindi/English
• Samsung Galaxy S6

• aspiration - wants to buy higher wheelers but wants to make profit and get his loans completed
• Pet coke shortage is always a problem
• loading is always a problem
• Warehouse non availability of empty space is the main reason for unloading
• Liked incentive in the product
• Knows blackbuck since 1 year through broker , working since 3 months directly
• time spent bb online - whenever fleet gets free, checks it immediately;
• time spent bb offline - managed offline after booking accepted

• Ruchi, Cargill, Adani all has loading problems
• return load is very important; can this be intelligently planned by our BD team opening a lane?
• Route is not set so we incur additional expenses
• Fuel parchi; driver has setting from pump owner so he gets some money

Audio

• When we say driver is free; then he goes to dhaba; then we place the bid; time lost!
• With broker it is like morning main khaali hui afternoon men load ho jaayegi. you guys take 3 days loading and 3 days unloading.
• Pet coke shortage problem is being levied via poly bag
• Vehicle not getting unloaded because of non availability of warehouse space, it was Saturday now unloading would only happen on Monday
• “ Cargill mein 3 warehouse hai , but fir bhi unloading problem..”
• “ Product end pe gst ka koi calculation nah hai but deep end pe hai”
• “ Aapko pta hai ki unload ni hoga to load kyun karwa rahe ho fir?”
• “ Hum order hi kyun le rahe hai jab wha pe jagah nhi hai…” - Praveen ji
• “asking about incentive”

LINK

• want to move away from 10 wheelers to 18 wheelers; which is 37.5 lakh (ghoda);
• There is no loyalty within the drivers now; they all try to earn a little extra from us malaciouly; diesel etc
• “Transporter have no value; i have 10 trucks; invested 1.25 cr but sitting in this small corner in transport nagar” “drivers also have no value…”
• “If we are earning 20-25 k per trip; driver earns around 10-12k including his malicious activists”
• “The bigger guys are making money in this because they have corporate contracts and brokers win their pockets” “ and they have consistent demand”
• “ aap log sirf ek side ka maal de rahe ho”..return loads wanted.. we pitched him rice demand going live in few days and he was convinced
• “choti gadiyon ka route set nahi hai to problem hai extra kharcha hai”
• “ fuel walk parchi zyada ki banata hai, setting with driver,, so both make money”. We have no idea what he is doing. mixing in fuel also happens which damages vehicle

Link

• we have to take either the fuel or tyres on credit. It is very essential.
• the first three things we have in mind after getting our payments is EMI, Fuel and then tyre…I have to arrange for the EMI before hand so fuel is one option that I can buy on credit
• I have 3 lakh credit at Pump. keeps on rotating it.

Informal Fuel credit system

Explained by FO

Type - FO

• Name - Vikas
• Age - 35 years
• Truck - 5 trucks ( trailers)
• Lanes - Gandhidham —> Agra | Mainpuri | Itawa ( surrounding 50 km)
• Material - edible oil, coal ( prices are low)
• blackbuck - 2 months | 8-10 bookings
• Device - HTC 816 Q
• #years in industry - 7.5 years
• Loans - No loans now since 2015
• Language - English | Hindi
• Additional business - insurance

• uses only WhatsApp very limited; conservative
• Partner support - toll free number not used at all
• Market rate is circulated in WhatsApp or call

• Aspiration is to get 5 more trailers for himself. asking blackbuck to help in financing ( Commerce product )
• First experience was very bad; loading took a lot of time
• Driver complaining that he had to stay for 3 days at Bunge and would never go for Blackbuck booking again for Setji - loyal first driver since 7 years. Didn't get food lodging promised in bunge. It was 30 km away; ( Rs. 1200 fuel) makes no sense to take vehicle to-fro 60 km for lodging; food. for Advance I have to travel 30 km dhaba peeche; cant you give advance at Bunge
• Driver dialed fist number not picking up; then company gave 2-3 numbers; 3 days gone
• For making this smooth, we have to be at demands location and with cash
• One of the vehicle is waiting since 5 days currently, Rs. 1500 is not enough vs days - unloading at bunge
• I like blackbuck - rest processing is also fast; not just money
• But I get frustrated whom to talk to when vehicle is waiting
• When problem, talks to Praveen ji ; partner support no call, no help
• Photos of founder, IIT pass out etc. shown by Praveen ji on website gives them trust

LINK

• He has to load from us and deal cash with cash broker who charges them 1.5%
• “Halting se chalti gaadi 3000 - 3500 deti hai; ulta 11-12k ka nuksaan ho gya; fir yaha aayi to 4 din late. So mein har cheez mein peeche peeche ho gya”
• “Bunge gaadi bhari- badi tez load hui; but 5 din se yaha khadi hui hai…”

Type - FO cum broker

• name - Satish sharma and Manish sharing same BB account
• Age - 45 years & 28 years
• Trucks - 5 own + 22 (group) & 6 own
• Loans - few on loan
• Lane - Gandhidham —> UP; Rajkot —> UP
• material - oil, Coal, soda
• Trips - 5 trips from BB
• BB known since - 2 months
• Device - Vivo v4 ( used by young son) | feature phone

Satish Ji

• manual in register bookkeeping
• # years in industry - 15 years
• he has a young son 14-15 years old who is very tech savvy and teaches his father about demand. He uses his phone just for whatsapp.
• Driver network brings in demand sometimes
• Aspirations - will increase fleet size if more work from blackbuck
• market rate from broke
• POD couriered , awaiting payment!
• PArtner support views - no toll free; call kuldeep Ji; Salim bhai ( UP account in bangalore)
• 5 day waiting at Cargill unloading ; gaadiya extra kyun bula lete hai?

Manish Ji

• Drivers are ok and trustable
• Rs. 10000 per month | local drivers | uses smartphones
• Chargers are always there inside truck
• Their drivers sometimes use smartphones to dodge police by clicking photos of bribing etc.
• App was downloaded by SOE but traing was given. Why does a training required when it should be the job of an App tutorial
• Manually asks for demand from SOE
• Loading unloading process is slow; need a guy in gandhidhaam
• Netbanking - no netbanking done at all
• loading point pe Dala lagta hai ( no limits) borker eats it when not used

He has seen the app but doesn’t understand how to apply filters etc. So this kind of became a pitch activity for me…

LINK

Gandhidham, Mundra has unloading problem. at least 2 days for sure., We send rice BOC from here..Yellow powder has penalties if we arrive late..

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extra kharcha - 200 kaanta yaha waha ; unloading pesa alag, parking pesa alag,

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We prefer morbi, bhavnagar,

We Tried pitching the App to manishji but he finds it full of hassle because-

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1. We have 10 other works; past experience has it that multiple calls; giving number to driver; driver giving number etc. needs to be done. Rs. 1500 to broker is much better than that

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2. Even after explaining the App, he finds the app bit difficult

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3. With broker, driver knows whom to touch base with; with you it is a tussle; he calls me; i call someone else; someone else calls him; he stops picking up calls etc.

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4. Drivers don’t use net banking; even we don't do netbanking

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LINK

Pitching GB app to him

• We pitched GB app because he had 16 ton 21 ton ( lower tonnage) vehicles as well.. Is that the differentiation?
• Even our SOE puts the name as ‘Blackbuck’ on app store with no results - discoverability problem
• Concern - ‘ jese hamari gaadi morbi khadi ha, to hame time to milega na ahmedabad pohochane ke liye”
• We downloaded 3 apps at once but I am sure he might have not checked as it is very confusing which one to open

LINK

Type - MFO

• Name - Ajith singh | Kedar Singh
• Age - 23 years
• Total trucks - 10 (own) + 15(group)
• Lanes - Gandhinagar ; Morbi; Rajkot —> UP
• Additional Income Source - Spare parts Shop
• Years - 5 years ( 2nd gen)
• Device - Redmi Note 4
• Education - Graduate
• Apps - Whatsapp , Facebook , Instagram
• w/ Blackbuck - 1 month | 0 trips

• Vyom has not reached UP side Yet
• Yes He reads SMSs from blackbuck
• Yes; for rate alert etc. for blackbuck
• Uses register for bookkeeping
• Time spent online - 1 or 2 times per day
• Is not finding material or price matching the expectations
• Was excited by BB fuel cards - he needs it from return trip from gujrat. he has local pump limit for 4 lakh in every 15 days payments

• We have to give respect to the driver ; ultimately he is only the malik
• “Load nikalte hai subah 6 baje if unloading gets finished by night, because the gandhidhaam to disa border is every dangerous route”

Other Apps used by SP

LINK

• Since the place bid button is hidden; he increases his bid but clicks on accept price..

Kedar Ji showing around how he uses app. he has not made booking yet. Tries to place a bid for the 1st time

• I cannot bid less than what I got from the broker. Sometimes they don’t take commission ( for eg. in wood lakda);
• He uses feature phone ; where he is receiving phone calls whereas he is using feature phone for App. how is this possible with OTP verification and all in place.
• Received call from Salim ( bangalore office); asked me “is rate pe gaadi lagao ge”,, “ i said no”.. then no call back
• he choses plyboard finally ( over our oil) because that was on 2750 rate ( you had 2600 for oil) and both (broker and us) were giving without commission

• “We as a young generation want timely booking; timely payment without much hassle or followups. We want to do clean business.”
• We are worried, what is the policy if a POD (pohoch) courier gets lost in between. Didn’t like POD system
• POD photo upload compulsory or not. But If we want to ensure they do, we say that if your POD gets lost , still we will pay you. or For faster payments upload POD
• We are ok to submit POD at gandhidham. Can you courier from there? Can you give cash from there? Since fatehpur Sikri has no courier service. Either your guy should come and collect all the POD’s from us

Kedar Singh Spare Part Shop

Type - SFO

• Name - Vijaypal Pratap singh
• Age - 40 years
• Trucks - 4(own) + 20 (group) | Few on loans
• Location - Puramana (village)
• Additional business - none
• # years - 1982 (father); 2003(son)
• favorable seasons -
• Lanes - oil, coal ( gujrat — > UP); rice, corn (return)
• Language spoken - hindi
• Language written - hindi , least english
• education background - 12th pass
• Devide Used - Vivo v5 ( Rs. 15,000)

• halting at the nearest petrol pump
• Apps used - whatsapp only ; no facebook
• SMS - Yes reads smss daily
• Notification - Whatsapp behaviour only
• Bookkeeping - yes in register
• BB association - 1 month ( Manishji; Preveen ji)
• BB online time spent - 3-4 times a day both demand and tracking
• BB offline time spent - calls saleemji in bangalore + praveen ji
• Drivers uses smartphones sometimes - movies, music, kisi aur se whatsapp karwa dete hai driver ke through etc.

• Partner support - no, never called
• Chat vs Phone - Comfortable with both
• market rate vs blackbuck rate - Yes satisfied with rates; +50is done
• POD couriering - couriering done from agra ( painful); payment is done on time. 3rd day reach to bangalore; i receive messages that you will receive on this date. “uske pehle hi aa jata hai agle din” “payment to time pe a jata hai”
• Black buck chat not used..
• he has referred others as well - happy with our service…
• Unloading is very problematic; bunge- reached on monday and unloading happened on Saturday (5 days) - godowns are not empty
• Khali hone ki pareshaani hai aur koi dikkat nahi hai
• halting charges Rs. 1500 mein kuch bachta nai hai; 600 Rs. to driver khana peena, 400 rs. driver salary , 200-300 Rs. parking charges this that.. kuh ni bachta”

• Is there a better order filter? Somehow the GB has much better categorisation; one gets to see multiple regions around a cluster. For eg. anjar is not very clear if I am looking for Gandhidhaam, kandla etc.

Vijay Pal ji, Walks us through the App

Type - FO cum Broker

• Name - hariom sharma
• Age - 45 years
• Trucks - 15+ 14(group)
• NB app power user

• is a power user; books for other friend fos on his app
• never called partner support
• 25 trips from NB
• happy with us our service; most
• doesn’t know payment section exists
• gps is in 8 trucks - tata new trucks with an app
• fast tag is also there

Punjab

Type- FO

• Name - Amardheer Singh
• Age - 35 years
• Trucks - 18 (own) : 3 brothers plus 24 group
• # years - 5 years
• 6 months | 200 trips

• Online - 10-15 times to check rates; heavy user
• Offline - before(to confirm price and availability) and after booking @mandeep from banglore
• Through transporter whatsapp group
• Blackbuck : adjustment karna padta hai | we book only on broker rate
• POD couriered in 3-4 ka group
• No call on toll free number
• Prefer call over whatsapp - bulk information ( weight, details, photo) is sent on whatsapp ; urgent status - Call
• Yes loading gives us a lot of problem
• Jamnagar has lot of problems 2 days halt ; kandla has no problems; Baddi unloading took 3 days of pop,

• People are inspired to see educated youth solving an ignored problem (**branding)
• All vehicles have GPS installed; not accessed by blackbuck
• Broker is from our own town - so if rates not ok, prefer broker; because hassle is less because he owns it. Here multiple owners at multiple points
• Problems with you, driver has to manage not even us. He is illiterate; so just prefer calling broker -- language problem**
• Talks to prateek , sameer, bangalore madam for diesel cards bangalore
• Very satisfied because all his vehicles go forward and return
• 2-3 drivers / 36 have smartphones ; 1-2 use whatsapp to convey us : Trusted driver no theft
• He has 20 fuel cards ( commerce app). previously relationship with Fuel pump but pump has no problem since he refills from pump itself using card

Type - FO

• Name - Vinod Gumbher
• Age - 42
• Trucks - 8
• 5 months 20 trips | only 1 trip from own app
• No vehicle on loans

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• Online - used to see earlier ; now rates don't match so don't see
• Offline - is more with our people because app not used much now
• Market rate vs Blackbuck rate - +50 rs. In rate ; but then Rs. 1500 is saved per trip since no commission
• No problem in giving commission ; but give market price and better service
• You are not transparent | hidden charges sometimes ( doesn’t know about payment section)
• And improve your service loading unloading | I am ready to give commission
• POD couriering is Okay not much hassle
• Don't call partner support; Never called | Calls mandeep
• Is a issue with blackbuck | loading unloading time

• Weird case; he is registered with us but someone else books for him on their app | only once booked on app; finds it complex
• He had 10 trucks , sold 2 trucks after loan finsihed | because fuel and tyres takes maximum cost
• Payments milega
• Transporter gives better service - food, tv, alcohol
• Documents , bilti@kandla taking a lot of time @kandla dhaba. Advance given in morning; driver prefer to start early morning in colder time.
• OE’s do not talk to driver properly
• Incentive closed; ( is a great deal to make people accept demand)
• Driver shave feature phone
• Commerce - BP card not used by FO; indian oil card pitched to him; seems interested - pitch works!

type- FO (influencer)

• Name - kamal Dhillon
• Age - 37
• Trucks - 15 (own) + 30(group)

kamal Dhillon re-downloads app and tells us how he navigate

Type - SFO

• Name - Rajat Sethi
• Age - 23 Years
• Trucks - 2
• Working since - 6 months | 6 trips
• 8 years | since 15 took responsibilty due to father expired

• Sometimes ; SMS should be less; 68 messages not seen; only concerned when booked
• Notification inetersts him only when he has live booking otherwise ignore
• Rates down; didn’t book
• GPS there but didnt use

Type - FO

• Name - Sahil Sethi
• Age - 31
• Trucks - 7(own) + 2 (group)

• Online - 2 - 3 times per day; online booking
• Before bid call Blackbuck
• Blackbuck better rate post negotiation
• Commodity required is wood (lakkad)
• POD couriering is tough | Post POD is ok
• Yes, ok response from partner support ; Cash Card recharge issue was there
• Chat is preffered ; is a chat user
• Kandla loading guy was not easy to find
• Document, cash not readily available at kandla

• Main problem is kandla
• Cash Problem
• To-Pay and From-Pay confusion
• Rate are equal to market rate
• Driver payments are not proactive; cash cards were not working so driver had no cash
• Drivers are all local drivers;
• Fuel card not used

Type- FO

• Name - Ishant Gumbher
• Age - 25
• trucks - 11

• Chat not used
• Drivers local + few from outside
• 2-3 smartphone plus rest feature phones
• GPS no
• Yes, there is transparency; wants to use it
• Online 3-4 times ; rest always when order booked
• Is an FO but is pissed when xxxx is shown while browsing the app : Verification is not very clear on the app

Ishant Gumbher explains border issue tax not done by Ruchi ( Our client) for which he had to halt at border for 4 days

LINK

Ishant Gumbher explains why broker is tension transaction for them

LINK

Nilmangala

Type : Broker

• Name - Dildar Singh
• Age - 44
• Trucks - 100 (in group)
• Form Link -
• Audio Clip -

• He used our GB app and had around 150 orders inside it
• Not ok with POD details ( or balance details) not being present inside the app now which used to be earlier. Halting (charges) is not coming, wasting half an hour in to-fro calling.
• Partner support gives poor response
• He wanted to open new lanes but couldn’t figure it out in the GB app. Only when he told Shabaaz manually, he was able to convey it.
• Didn’t know about NB app.

Audio

• “You had work before, nowadays it is less. You guys have given work to kerela etc.”
• He says blackbuck, blackbuck twice to someone who doesn’t understand it and finally says Zinka.
• “I have vehicles for Chennai, if you can add”
• Only sending 1 vehicle for now
• “ We don’t get orders. We have more vehicles which we
• “Whatsapp, Facebook etc.
• “You guys are ok, but work has reduced”

Type - FO cum Broker

• Name - Harpreet Singh
• Age - 34
• Trucks - 7( own) + 150 ( group)

SP telling about problems in APP

SP telling why he likes blackbuck

• Uses ‘Zinka’ (Jinka) to acknowledge us more than ‘blackbuck’
• Wife using App as well, so 2 logins of same SP. I hope we are not duplicating the Supply and other parameters. Also need to think more about same FO, multiple logins scenario since most of them are a family and managing the business all at once.
• Truck unloaded but drivers getting getting call even after 4 days of drop
• He wanted to open new lanes ( J&K) but couldn’t figure it out in the GB app. Only when he told Shabaaz manually, he was able to convey it.
• Getting a weird XXXX on his app so not able to book in the desired lanes. Shahbaz has to record this and mark him SP manually at the backend
• He wants the get the offline manual bookings to show on his GB app. Abhi manual me k nahi aata. Are we not showing the same?
• In video, he talks about the truck unloading point being changed from Nilmangala to marathhali due to which the Rs. 3000 were added but certain GR copy is not there so payment is stuck. How does the additional payment plus minus happens. How much manual is it?

Audio

• SP re-organizing his staff ( putting person in Silbasa) so that he could book return load from blackbuck itself. He believes that there will be continuity in work from blackbuck.
• manual mein zyada order chal raha hai abhi ; Manually asked by RMs aaj 8-10 gaadi chye bidadi se; manually asking pidilite demand from Bhiwandi from shahbaz

Type -Indirect FO

• Name -Rohan Oza
• Age - 32
• Trucks - 9 (own)

• Is an owner but keeps travelling because on ground is necessary to monitor operations - cash, kharcha, papers for UP drivers ( lack of trust).
• Likes transparency in the process even he book from us third party
• Paperwork problem; although we have all india permit. Security guards gives problem. Both in loading and unloading. Loading more painful. We need to be proactive in giving special instructions after the acceptance of the bid.
• Booking paper once uploaded should be valid for longer duration of time. Since RTO systems are all digital . Eg.permit POC; otherwise he has to run to the loading zone
• Need to be on ground for smoother operations, cash, loading etc.
• Coca cola company specifically wanted original POC from me, I didnt know neither the Broker (fo in this case). Security wale ko bhi chai paani chye.
• Question for me is, if he has had consistency in bookings from blackbuck via an FO who is using the app, what is stopping him from downloading the app and book without brokerage?

Type - Driver

• Name - fakir Mohammad
• Age - 50 years
• Experience - 30 years
• Device - feature phone

Inside the truck and Driver Interview

• Truck has a jugaad charging point.
• Charging works without ignition on along with a small fan.
• The truck default socket is not used
• Most problem is harassment by traffic police etc. especially in Maharashtra ( Rs. 2500 ki entry bribe)
• Local driver - 5-6 days on trip then 1 night at home
• Rajasthan drivers armoire fussy and want to return home unlike karnatak drivers, sourced from UP Bihar, who go home 3-4 times in an year
• Young drivers are open to choosing lanes, older driver prefer familiar routes
• Family also works in transport - 20-21 years sons
• 3k-4k per trip.
• Refers to blackbuck as Zinka Transport( more used term)
• In Jamnagar “Bilti bharne mein Boot time lag jata hai… 3-4 ghante kharab ho jaate hai coal mein”
• “ Photo wagers leta hai tel Bharne ke liye, message aata , pump wala pesa data hai time chala jaata hai..

• If the shift change during bilti creation; the process of taking photos etc. is repeated. Broker doesn’t click photos etc.
• If material is rejected by reliance due to quality, the driver is blamed for it
• 1st experience was very bad Mayur was alone in Jamnagar; so took 2 days for loading once
• Another FO ( not associated with us for now) praises our system of keeping records of everything with photos.
• Replication of Dhaba system in Jamnagar gave assurance to the driver that things will go smoothly after that

Fakir Mohammad complaining about what takes time in loading

Gujrat ( Jamnagar - Morbi - Kandla)

• Sub-Driver or Khalsi was trying to find our office by referring to us a sikka and going with a zinkal receipt

LINK

Angry Drivers outside the jamnagar dhaba

Drivers from Haryana

https://youtu.be/yI9UMcqsi5I

They dont have enough memory in their device to store blackbuck messages so delete them very often

So many different sheets and forms have to be maintained

SOE showing the reliance App

How e-tolling is done for trucks

Guiding Design Principles?

• Simple | So simple that it is completely unassisted
• Milestoned | One screen at a time for Fos and drivers. no complex order management system
• Accurate | System should be ahead of user everytime
• Mimicking marketplace
• Regional | Hindi First Interface
• Personalised

Design Language System?

• UI elements synonymous to traffic elements
• Guiding apps - Highway saathi, whatsapp, facebook, paytm, BHIM
• Register is maintained with red,blue color pens and highlighters

BlackBuck Assured

Introducing BlackBuck Assured fleet to give the enriching experience to both Supply and Demand

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• Assured ETAs ( with fixed Delay charges/ Damage Charges)
• Pre-Checked trucks with 100% compliance with Motor Vehicle Act.
• 24 hrs payment guarantee by blackbuck
• 24x7 one touch customer care
• Assured Tracking via GPS
• Per kilometre fixed rates applied
• Blackbuck POS at loading, unloading points - Print gate pass and invoice using QR
• Qualified drivers using Driver App for Cash/ Fuel/ Toll fast Tag/Food
• Insured Load
• Blackbuck Branding on Trucks
• Assured unloading / warehouse space