Product Management interview question [Metrics]: You are the product manager (UX Team) at Ola and the CEO asks you to design a dashboard to monitor the business health. What KPIs will you include?

credits — unsplash

I’ll start by introducing Ola. Ola is a marketplace for drivers and passengers, where passengers can request for cabs and the drivers can drive them to their destinations. Ola makes money from these rides, and so do the drivers. Ola’s biggest competitors are Uber, Auto Rickshaws, and government and individual taxis.

Business health can be analysed on the basis of two broad categories of metrics-

1. User metrics — Metrics related to users and the marketplace
2. Technical metrics — Metrics related to Ola application

User metrics — These are the metrics that are related to the users and their experience on the platform. The user are of two types on Ola — Drivers and Passengers. Let’s take a look at the metrics for both sides of the users -

Drivers — As a driver the most important things for me would be to make as much money as I can. This is also a business goal for Ola as they’ll be making more money as well. So the metrics for Drivers will be -

1. Average number of rides successfully conducted per driver per week/month
2. Average Total time spent ideally (ideally means total hours of the day where the drivers didn’t have passengers)
3. Average money made by the driver per day/month
4. Average profit earned per ride/per hour
5. Average ride time per driver per week/month
6. Average difference between the predicted travel time and the actual travel time
7. Average star ratings for drivers
8. Cancellation metrics — Total number of rides cancelled by the driver/total number of rides accepted

Passengers — As a passenger the most important things for me would be to spend as little money as I can and reach my destination in as little time as I can. So the metrics for passengers will be -

1. The average time taken between booking a cab and getting assigned one.
2. The average wait time for cabs.
3. The average difference between the estimated cab arrival time and the actual cab arrival time.
4. Average money spent on rides per week/month per kilometre by the users
5. The average difference between the estimate trip duration and the actual trip duration
6. The difference between the estimated trip duration on Ola app and estimated trip duration on other applications like Google Maps
7. Number of repeated users on the app per week/month
8. Cancellation metrics — Total number of rides cancelled by the passenger/total number of rides requested
9. Abandonment metrics — Total number of rides abandoned by the passenger/total numbers of rides requested
10. Average delay in the trip

Technical metrics — These are the technical metrics that are related to the Ola application. Let’s take a look at the metrics -

1. Number of times the Ola app crashes per week/month
2. Number of times Ola app doesn’t respond
3. Number of times the app is not able to detect the right location of the passenger/driver
4. Number of uninstalls of Ola app
5. Slow loading of data on the app despite decent internet connection on the device
6. Battery and internet data usage
7. Not being able to assign rides to passengers despite having sufficient drivers around
8. Not being able to assign rides to drivers despite having sufficient passengers around
9. Space consumed by app on the device

These are all the metrics that I think can be tracked by Ola to understand users’ sentiments about different features and also understanding the quality of Ola rides taking place. These metrics can obviously be prioritised according to the feature PMs are focusing on to understand its impact on the quality of rides.