Securing the on-demand ride-sharing and food delivery journey for customers and drivers

Apps and mobile messaging have taken center stage in our daily lives and are changing the way we commute and enjoy our meals. However, safety concerns have become more common than ever, making the need for effective security solutions more crucial. Discover how innovative security measures address and overcome these safety concerns. 

Content Marketing Expert

Marthinus Jansen Van Vuuren

Content Marketing Expert

The global ridesharing and food delivery industries have taken the world by storm, providing convenience, accessibility, and efficiency like never before. The growth in these industries shows no signs of slowing down. According to Fortune Business Insights, the global ridesharing market is set to continue expanding at a compounded annual growth rate (CAGR) of 16.3%, from $84.3 billion in 2021 to a staggering $242.74 billion in 2028.  

Food delivery is anticipated to follow suit, with an anticipated CAGR of 9.8% between 2022 and 2032, propelling it from $38.2 billion to $97.3 billion in 2032, as projected by Future Market Insights.  

The rise in business growth comes with safety challenges

With the rapid growth in these industries, ease and accessibility have taken center stage in our lives. However, the success of these businesses has also given way to an unfortunate rise in criminal activity, damaging trust in brands, drivers, and customers alike. 

Drivers, the lifeblood of these industries, often find themselves in vulnerable situations. Reports of assaults, abuse, and property theft have become dishearteningly common. For example, in what seems to be a common tactic across the globe, a driver was robbed by criminals pretending to be passengers requesting a ride. 

Customers are not immune to these threats either. A recent incident includes a student in the US who was taken to an unknown location and assaulted by the driver and an accomplice.  

Digital crimes, too, add further complexity to safety concerns. Passengers have fallen victim to stolen credit card information. In the delivery space, there are reports of customers losing funds after drivers falsified locations to perpetrate fake deliveries and filing fraudulent chargebacks on legitimate orders.  

Beyond these tactics, fraudsters clone smartphones, swap SIM cards, and steal identities to access drivers’ and customers’ funds. They also target victims with phishing and smishing attacks and fraudulent sign-ups. 

Let’s explore solutions to safeguard the interests of drivers and customers alike, and delve into the strategies that promise to make these industries safer for everyone involved. 

Authentication: The cornerstone of driver and customer security 

Ensuring the safety of both drivers and customers begins right at the moment of registration.  

The starting point in ensuring the safety of drivers and customers lies in authentication – a process dedicated to verifying identity and trustworthiness. Robust authentication measures, where layers of security are added, can significantly enhance the overall reliability of ride-sharing and food delivery businesses.

Some of these methods include: 

1. Biometric authentication and background checks 

One of the most effective yet friction-laden ways to verify users – especially drivers – is to incorporate background checks and biometric capturing. Many smartphones have biometric capturing capabilities, from facial recognition to fingerprint or retina scans, which can be effective. However, if criminals access a victim’s device, they may find ways to override these measures. Or even worse, they can access apps if they manage to snatch a device while unlocked and keeping it unlocked. Nevertheless, passing these checks mitigates many security threats at the outset and promotes confidence in the identities of both drivers and customers. 

2. Empowering security with two-factor authentication  

Faster digital solutions like two-factor authentication (2FA) provide a powerful shield against threats like smishing, phishing, and SIM swapping. It’s a security process wherein a user must provide two authentication factors to prove their identity before accessing their account or initiating a transaction.  

By adding an extra layer of security, 2FA ensures that even if criminals manage to lay their hands on your device or password, they would still need a time-sensitive code from a different channel to gain access to your account or transact from it. 

For online transactions, 2FA typically includes a one-time pin (OTP) code sent to the user’s preferred channel, whether it be SMS, WhatsApp, email, or another secure channel. Once the user receives the OTP, they can securely access their account information and safeguard their online transactions. 

2FA ride sharing - pick a channel
2FA ride sharing - get your OTP
2FA ride sharing - input OTP

Top tip: 

Did you know you can take your 2FA a step further with an authentication solution that identifies the most suitable channel for each one-time-password delivery? Best of all is it has an always-on failover capability in the event of non-delivery. 

3. Seamless security with silent mobile verification 

Silent mobile verification distinguishes genuine users from potentially fraudulent ones based on their locations and numbers registered on their mobile networks. It requires no input from the user, resulting in secure verification that eliminates friction during service sign-up and login. 

For example, in the event of location spoofing or fraudulent rides, transactions can fail due to the location of the delivery or pick-up point not corresponding with the location of the device connected to the mobile network. The best part? The user authentication process takes less than 5 seconds, offering both security and convenience that contributes to a frictionless customer journey.  

Silent Mobile Verification is also a proactive measure in identifying and preventing SIM swap fraud

Silent mobile verification for sim swapping

Top tip: 
Mobile identity leverages mobile operators’ subscriber data, and verifies and authenticates mobile users seamlessly through their mobile numbers, eliminating the need for additional steps. 

Protecting privacy through number masking 

In an era where personal data protection is becoming increasingly important, Number Masking is an effective security solution benefitting all parties in the ridesharing and food delivery industries. It allows drivers and customers to conceal their numbers during brief calls, for example, when the driver or customer makes a call to confirm a pick-up or delivery point.  

Ridesharing number masking

Thanks to number masking, neither party can abuse, misuse, or share contact numbers with other parties by anonymizing contact numbers. Furthermore, it plays a pivotal role in establishing and managing trust in both drivers and customers.  

Paving the way for a safer tomorrow 

Ensuring and maintaining the safety and security of drivers and customers is paramount to the continued success of the ridesharing and food delivery industries. In the end, safety isn’t just a feature; it’s a commitment and at the core of everything we do at Infobip. 

By adopting effective security solutions that protects and verifies customer and driver identities, companies can show they really value safety on any app or chat platform. Moreso, an effective solution will ensure the right measures are in place through the entire customer and driver journey. In today’s digital world, where we do so much online, this commitment to protecting important information builds trust and makes the ridesharing and food delivery scene safer for everyone involved.

Find out how Infobip can enhance the security measures in your ridesharing or food delivery business. 

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Mar 11th, 2024
5 min read
Content Marketing Expert

Marthinus Jansen Van Vuuren

Content Marketing Expert