Published: 05 July 2026
By Nayakanti Prashant
3rd Gen Banker & Citizen
Lobbyist – Bengaluru
Digital
Transactions Day (April 11)
Disclaimer: These
are my personal thoughts. The need to act is entirely on Rapido Team.
The ultimate destination is April 11 – Digital Transactions
Day.
And, in this ride, maybe Rapido can make it smoother.
Sometimes, the smallest button on
a screen has the biggest impact.
Somewhat similar to the Butterfly Effect.
Sometimes, the smallest button on a screen has the biggest impact.
This isn't about pricing.
It isn't about ride quality.
It isn't about technology.
It is about human psychology.
Over the last couple of days, I have started using Rapido's
two-wheeler services in Bengaluru. The experience has largely been
positive—quick bookings, professional captains, and an efficient way to
navigate the city's traffic.
Like millions of users, I reached the end of my ride and was
greeted by the familiar feedback screen.
Then one question caught my attention.
"Would you recommend this captain to other
women?"
The available responses were simple.
Yes
or
No
For a moment, I paused.
Not because I didn't want to answer.
But because I wasn't sure whether I was the right person to
answer it.
And that made me wonder...
The Missing Third Option
Imagine walking into a restaurant.
The waiter asks,
"Was the food excellent or terrible?"
You reply,
"Actually... it was good."
The waiter smiles and says,
"Sorry. You can only choose one."
That is exactly how many digital feedback journeys work today.
Life is
rarely binary.
Our experiences usually live somewhere between two extremes.
Sometimes we simply don't know.
Sometimes we don't have enough context.
Sometimes we don't feel qualified to answer.
And sometimes...
we just want to skip the question without affecting the
overall feedback.
The Most Honest Answer Might Be...
Not Yes.
Not No.
But
Skip for now.
Three simple words.
Yet they acknowledge something every product designer knows:
Users should never be forced to express an opinion
they don't genuinely hold.
Why This Matters
From a data perspective, forcing binary answers can
unintentionally reduce data quality.
When users encounter a question they cannot confidently
answer, several things may happen.
Some tap Yes simply to complete the process.
Some tap No because they don't know what else to
choose.
Some abandon the feedback altogether.
In all three cases, the collected data becomes less
representative of the user's actual experience.
A neutral option helps distinguish between:
- genuine
positive feedback,
- genuine
negative feedback,
- and no
opinion.
Those are three very different signals.
Better Data. Better Decisions.
Product teams spend enormous effort analysing customer
feedback.
Heat maps.
Dashboards.
Recommendation scores.
Trend analysis.
Machine learning.
But what if the data entering those dashboards is already
influenced by a forced choice?
A simple "Skip for now" button could produce
cleaner datasets, more meaningful insights, and ultimately better product
decisions.
Sometimes improving analytics doesn't require another AI
model.
It requires another button.
Respecting
the User
Good user experience is not only about making users answer
quickly.
It is also about respecting their choice not to answer.
That small act communicates something powerful.
We value your honesty more than your response
rate.
In an age where every application seeks more feedback, perhaps
trust is built by occasionally asking for less.
A Small
Suggestion
What if the feedback screen looked like this?
Would you recommend this captain to other women?
🟢 Yes
🔴 No
⚪ Skip
for now
Simple.
Clean.
Honest.
No lengthy explanations.
No additional screens.
No friction.
Just one extra option for users who genuinely don't wish to
express an opinion.
The
Ripple Effect
The beauty of good UX is that it travels.
A thoughtful improvement in one app often inspires better
experiences across many others.
Today, it may be Rapido.
Tomorrow, it could influence food delivery apps, e-commerce
platforms, banking applications, travel portals, healthcare services, and
government platforms.
Sometimes innovation isn't about introducing something
revolutionary.
Sometimes it is about removing unnecessary pressure from a
user's thumb.
Final Reflection
Every ride does not deserve applause.
Every ride does not deserve criticism.
Some rides simply deserve acknowledgement.
And some questions deserve an honest silence.
Perhaps that silence deserves its own button.
Not because users are indifferent.
But because honesty should always have a place in good
design.
My
Suggestion to Rapido
A tiny enhancement.
One additional button.
Three words.
"Skip for now."
Because the most honest feedback is sometimes the one that
isn't forced.
The Joy of Digital Transactions
Nayakanti Prashant
3rd Gen Banker & Citizen Lobbyist – Bengaluru
Advocating Digital Transactions Day (April 11)
Author’s Blogs
https://prashantrandomthoughts.blogspot.com
https://prashantnepayments.blogspot.com
https://innovationinbanking.blogspot.com
