Innovations in Platform-Led Upskilling: ShapShap
By consultant
How This Delivery Company is Focusing on Rider Behavior and Research to Make Business Decisions
Research-Focused Approach to Building a Logistics Company
ShapShap, a logistics and delivery company in Nigeria, was established in January 2020 after two years of operational research to understand Nigeria’s delivery market. This initial research revealed that many delivery companies do not adequately balance supply and demand, either growing their customer base more quickly than they can supply bikes and train riders, or having too many riders who cannot earn enough money from the number of customers registered. It also found that many customers had had bad experiences with long waiting times and poor customer service.
With these findings in mind, ShapShap tested various ways of incentivizing riders to provide excellent service. They experimented with both salary and commission-based remuneration, as well as a hybrid of the two, and invested heavily in training.
Leveraging an App to Provide In-Workflow Training Moments
ShapShap requires that all riders pass an initial in-person training that includes how to communicate with customers and how to maintain health and safety. Subsequent training and testing relies heavily on the rider app, and failed tests can result in in-person re-training or riders being removed from the system.
ShapShap CEO Khalil Halilu - “Technology is good, but the human connection is key.”
Riders receive bi-weekly training modules on customer relationships and well-being. The company also developed a COVID-19 specific training about contactless deliveries, wearing masks, and social distancing.
Riders are expected to log in to their app account daily. They cannot accept jobs via the platform before they complete a set of wellness and health reminders in the app, such as making sure they are well-rested, and have observed proper hygiene and followed COVID-19 compliance advice.
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Screenshot of training modules