Didi Chuxing: The Case of Didi Driver Who Murdered Passengers

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Case Organization: Didi Chuxing
Topic: Didi drivers murdered passengers
The carpooling service in China that is similar to the famous Uber, Didi Chuxing, was involved in a rape and murder case of two females in less than three months. Since the incident, many cases of the reported rape of women using the Didi Chuxing app have surfaced, with at least 53 cases and at least 14 cases with filed court documents. Didi Chuxing has fired the general manager of Hitch, Huang Jieli, and vice president of its customer service operations, Huang Jinhong, and has released a statement of apology regarding their negligence and overlooked details that may have led to the demise of the victims. The scandal has led the Chinese people to discuss boycotting the company by deleting the Didi Chuxing app on their mobile devices (Cheng, 2018).
The vital audience, in this case, is the Didi Chuxing users, both the drivers or employees and the passengers. The company addressed the issue by giving an apology regarding the neglect that they have committed on their part. They have admitted that the company "blamed itself" for their lack of action regarding the safety issue presented and have acknowledged the effect of this issue on the public's trust in their company through a released public statement of Didi Chuxing (Cheng, 2018).
The company has shown actions on how they would deal with the issue regarding the safety of the passengers, especially women. Aside from the apology that they have released, they have also fired the executives involved with general management and customer service operations, who have had lapses in handling this specific case. They have also changed some features of the app to keep the interactions more professional, like taking down personalized tags and ratings, replacing profile pictures with the system-generated default image, and compulsory driver facial recognition for every trip. Some changes with the features for it to be more user-friendly to the passengers in case of danger like the redesigned emergency help function, and report and reward system for the passengers to be more pro-active in reporting any mismatch or doubtful information concerning their driver and trip. For a given time, the services offered by Didi Chuxing were suspended, and they have limited male driver to female passenger service time from 6 am to 10 pm only for the protection of the women using the app.
There were still many questions regarding the actions that were taken, and the audience did not warmly receive it. The apology released on Weibo, a social media app, was judged to be insincere, and some new rules that were implemented were seen as sexist (Sui-Lee, 2018).
Before the issues and the incidents that have happened, the company should have planned or presumed some possible problems that may occur with the whole process of implementing their services to the public. It can be as small as technological glitches with the app and as dominant as the issue at hand with the rape and murder cases at hand due to the unforeseen barriers in safety and communication.
The good thing about the Didi Chuxing, although the audience may think otherwise in terms of sin...