Framework: User Segmentation -> Core Job-To-Be-Done -> Notification Taxonomy -> Delivery Channels -> Metrics & Experimentation.
1. Users & Use Cases:
- Riders: Time-sensitive journey updates (driver assigned, 2 mins away, arrived), receipts, and safety alerts.
- Drivers: Immediate trip requests, surge pricing incentives, earnings summaries.
2. Priority Taxonomy:
- Tier 1 (Critical & Real-time): Push notifications and SMS with zero delay (driver arrival, safety check-ins). Overrides 'do not disturb'.
- Tier 2 (Operational): In-app banner updates (route modifications, receipts, driver rating prompt).
- Tier 3 (Marketing/Promotional): Weekly digest emails, localized discount promotions (strictly rate-limited to 1 per week, user-opt-outable).
3. Guardrails & Preferences:
- Intelligent deduplication: if user is actively in the app, suppress push notification and show a lightweight in-app toast.
- Granular user notification settings: toggle promotional vs operational channels.
4. Success Metrics:
- Notification open/action rate, opt-out/disable rate, driver-rider pickup coordination time.