Rider-Facing Experience

This article walks through every screen and notification the rider sees when Rider Score is enabled. Use it as a reference when training your support team or writing rider-facing communications.

Onboarding screen

The first time a rider opens the app after Rider Score is enabled on their subaccount, an onboarding sheet explains:

• What is scored (parking, speed, hard braking, throttle aggression, end-of-ride, helmet verification).
• What is NOT scored (location aside from zone compliance, device identity, third-party data).
• The right to see the full score breakdown.
• The right to file an appeal on any score.
• A toggle: "Opt in to marketing share of aggregate stats." Riders can decline marketing share and still be scored - they just are not included in tier-badge social campaigns.

The onboarding only shows once. Riders can re-open it from the Rider Score home tab.

Post-ride score breakdown sheet

After every scored ride, the rider sees a sheet with:

• Trip score, large, color-coded.
• Tier delta if their rolling score crossed a boundary.
• Top 3 contributors to the score, in plain English ("You stayed at or under the speed limit 96% of the ride - that earned you 19 of 20 possible points").
• One actionable tip ("Try ending in a marked parking zone next time").
• Dispute this score button - opens the appeal flow.

Rider Score home tab

A dedicated tab in the mobile app. Contains:

• Rolling score (large number) with the tier badge.
• Tier perks for the current tier.
• Progress to next tier as a delta in score points.
• Score history graph - last 30 days.
• Active interventions banner (if any) with what step the rider is at and how to clear it.
• My rewards - list of wallet credits issued by Rider Score.
• Verify helmet button (if active discount is offered).

Intervention banners

When a new intervention opens, the rider gets a push notification AND a banner in the app. The banner explains:

• What step they are at (1-7).
• What triggered it ("Your last 2 rides scored below 60").
• What action clears it (acknowledge / take quiz / file appeal / wait for expiration).
• A link to the score breakdown of the triggering ride.

Steps 4-7 also block ride start with a full-screen pre-unlock gate:

Educational quiz (step 3)

When step 3 is active, the rider sees a quiz screen before ride start:

• 5 questions, randomly drawn from a 6-question bank.
• Options shuffled per attempt.
• Pass: 4 out of 5.
• On pass, the intervention is satisfied and the rider can unlock.
• On fail, the rider can retry. Failures do not penalize the score.

The questions cover the same scoring signals - "What does parking compliance mean?", "What is the safe-rider speed limit in a zone?", etc.

Helmet selfie

A pre-unlock optional step:

• The rider taps Verify helmet at unlock.
• The camera opens. The capture flow forces live camera (no camera roll).
• The selfie uploads, the discount applies immediately to the unlock fee, and the in-app message confirms the helmet verification is valid until [TTL timestamp].
• Cold-start riders who verify get Silver-tier perks for the remainder of their first 3 rides.

See Helmet Selfie Discount for the full flow.

Safe Ride Check (reaction test)

When a rider unlocks inside the night window (default 22:00-04:00 local), the app launches a 5-round tap-the-dot test:

• Each round: a dot appears in a random screen position; the rider taps it.
• 3-second per-round timeout. Timeouts count as a miss.
• After 5 rounds, the median reaction time and miss count are computed.
• Pass: unlock proceeds normally. Fail: 30-minute cooldown with an "Are you safe to ride?" prompt and a "Call a friend" CTA.

The in-app copy is explicit: this is not a medical or legal impairment test. See Reaction-Time Safe Ride Check.

Appeals

The rider files an appeal from either:

• The post-ride breakdown sheet ("Dispute this score").
• An intervention banner ("Appeal").

The appeal screen has a free-text reason field and submits to POST /api/mobile/rider/score/appeal. The rider sees a confirmation with the SLA and the expected response window (default 7 days). While the appeal is pending, any linked intervention is paused - the rider can ride normally.

When the appeal resolves, the rider gets a push notification:

• Accepted with adjustment: "Your score was adjusted. Here's the new breakdown."
• Rejected: "Your appeal was reviewed and the original score stands. Reason: [operator-supplied]."
• Lifted intervention: "The throttle cap on your next ride has been removed."

Notifications summary

The rider receives push notifications for:

• Tier promotion ("You're now Gold! Here's what's unlocked.")
• Tier demotion ("Your tier changed to Bronze - here's how to climb back.")
• New intervention opened.
• Intervention expiring soon (step 6 only, 24h before expiration).
• Appeal resolved.
• Wallet credit issued by Rider Score.
• Helmet verification expiring soon (if helmet_single_use=false).

Riders can opt out of any of these in their notification settings without affecting their participation in Rider Score.

What riders cannot see

• Other riders' scores.
• The internal weights_snapshot on a trip score row.
• Reward rows marked status='skipped_cap' or status='skipped_budget'.
• Operators' free-text reasons on appeal resolutions older than 90 days (we surface the most recent reason to the rider for transparency, but old ones are operator-only).

Languages

The rider-facing experience is fully translated in English, German, Portuguese, Spanish, and French. The localization keys live in mobile-app/src/i18n/. Operators who need to localize custom perks copy can do so per-tier at Settings > Tiers with one row per supported language.

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