The article is rather light on details on what Didi actually did better, but from using Uber as a foreigner in China, I could see significant problems in Uber's product execution: 1. The Android app continues to use Google Maps which is Great Firewall blocked, meaning I had to use a VPN to load uncached tiles. 2. Uber in turn IP blocks EC2, preventing me from using my main VPN while in app. 3. Entities on the map are…
For 1 & 2: when was that as for the last 1.5 years at least they use Baidu and it works fine. 3 yes indeed, very annoying. 4. In the west support is good: from China they just do not respond unless a driver screwed me on purpose (doing the ride without me in the car which happened a few time): I would receive no mail but the amount paid would be set to 0 rmb. 5. Even most car brand names are in Chinese now it seems.…
Great point on the driver calling being an issue for non-Mandarin speakers. I also experienced this. I actually asked drivers why they do this and apparently riders seem to put incorrect location information in -- this in itself indicates there is some problem.
Regardless, I don't begrudge Uber much here; the driver call culture is hard to fix (even in America, I'm called sometimes) and it's not unreasonable to require your customer base speak the local language. (It is unreasonable though for the phone app to assume your locale matches the local language [help screen problem] or to assume that you've downloaded the app from a completely local source [Google maps source issue])