Chariot Case Study
Chariot is Uganda’s all-in-one mobility and pickup–delivery app, built to move people and parcels quickly and safely. With verified local drivers, instant ride booking, scheduled parcel pickups, real-time GPS tracking, and transparent pricing on Android and iOS, Chariot supports everyday commuters, SMEs, and individuals with a simple, reliable in-app experience.
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Chariot is a Uganda-based app for ride-hailing and pickup & delivery, offering verified drivers, real-time tracking, transparent pricing, and a simple, safe experience for moving people and parcels.
Project Challenges
Operating in a fast-moving market like Uganda, Chariot had to deliver a consistent experience for both ride-hailing and pickup & delivery-without making the app feel complex for users. The platform also needed to maintain trust and safety for people and parcels, keep live tracking reliable despite network limitations, ensure fair pricing for individuals and SMEs, and sustain driver engagement across urban and peri-urban areas where demand and availability can change quickly.
Designing one platform that can seamlessly handle passenger trips and parcel jobs, with different SLAs, pricing rules, and tracking flows without confusing users.
Ensuring reliable service in both dense city centres and peri-urban areas where demand is patchy, roads are inconsistent, and driver availability fluctuates heavily.
Building enough trust for riders to travel and senders to hand over parcels to drivers—requiring robust verification, ratings, and proof-of-delivery without adding too much friction.
Providing smooth live GPS tracking and accurate ETAs in an environment with intermittent mobile data, varying device quality, and occasional GPS drift.
Balancing simple, upfront fares for individual users with flexible, sustainable pricing for small businesses that send frequent parcels or use Chariot for operations.
Keeping drivers active and happy when they can receive both rides and delivery tasks, each with different earning patterns, handling expectations, and time sensitivity.
The Mobility Solution
To address Chariot’s challenges around running rides + pickup & delivery on a single platform, building trust & safety, and managing demand across urban and peri-urban areas, we implemented a three-part solution. Enhancements were rolled out across the Customer App, Driver App, and Admin Panel to unify services, give better visibility (via heat maps), and provide stronger operational controls (via manual scheduling and configuration tools).
Added delivery and concierge services alongside ride-hailing in a single, intuitive booking flow, so users can book people and parcel movement from the same app.
Clear icons and service descriptions (Ride, Delivery, Concierge) with upfront fare/fee estimates so customers instantly know what they are booking and what it will cost.
Customers can mark drivers as favourites and prioritize them (when available) for future rides, improving trust, comfort, and repeat usage on the platform.
Live GPS tracking, ETAs, and step-by-step status (requested, assigned, picked up, in transit, delivered/completed) across both rides and deliveries to reduce anxiety and support calls.
Masked chat/call between user and driver, plus in-app photos/OTP/signature for deliveries, ensuring clarity and security for both riders and parcel senders.
A single “task list” where drivers see all incoming ride and delivery requests, with clear labels, estimated earnings, and time sensitivity to help them choose the right jobs.
Heat maps in the driver app highlight high-demand zones and times, guiding drivers on where to position themselves to get more jobs and reduce idle time.
Built-in turn-by-turn navigation for both passenger and parcel jobs, with optimized pickup/drop routing to minimize detours and improve ETAs in urban and peri-urban areas.
Real-time view of completed jobs, daily earnings, incentives, and ratings, encouraging drivers to stay active and maintain high service quality.
One-tap Online/Offline toggle, plus optional “preferred areas” and time slots, giving drivers more control over when and where they work.
Admin-side heat maps show demand and supply distribution (rides and deliveries) across zones and times, enabling better planning of driver incentives and marketing.
A manual scheduling tool lets admins create or adjust future rides/deliveries (e.g., regular SME pickups, bulk bookings), assign drivers, and define SLAs from a single screen.
Real-time dashboard displaying active trips, pending requests, and driver locations, with options to manually assign/reassign/cancel jobs in case of delays or exceptions.
Admins can configure ride, delivery, and concierge services, set zone-wise pricing and fees, and manage peak-time rules to balance affordability and profitability.
KYC/verification workflows, document tracking, suspension/reactivation controls, and rating-based alerts to maintain a trusted pool of drivers.
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get in touchImpact In Numbers
More Completed Jobs
Fewer Support Calls
Higher Driver Engagement
Stronger Delivery Trust (POD)
Tech Stack
Client Quote
Before, it felt like we were running two separate businesses-rides and deliveries. Now it’s one simple flow. Customers can book and track everything easily, drivers can pick the right jobs faster, and our team can monitor and control operations in real time. Overall, Chariot feels more reliable, safer, and much easier to scale across Uganda.
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