I opened Rapido to quickly book an auto. Everything was smooth — location set, vehicle selection along with fare. Then I saw the payment mode selection.

Rapido app showing vehicle selection with Auto (₹484) and Cash payment mode at the bottom

The booking flow felt seamless — until I reached the payment selection at the bottom.

'Cash' payment was the default selection. I tapped 'Cash' — a page with various payment modes disabled was opened up.

Rapido Payments screen showing Pay directly through cash or UPI, with Cash selected but all wallet options (Rapido Wallet, AmazonPay) and UPI apps (GPay, CRED, Khibile, Pay at drop, Simpl) greyed out and disabled

The Payments screen: Cash is selected, but every other option — wallets, UPI apps, Pay at drop — is greyed out and disabled. No explanation why.

But it felt like a waste of a step. It led me to more questions:

Will I get more options later?

Am I supposed to set up something else?

Why are other payment methods disabled?

That moment broke the flow. I was expecting a quick, seamless booking — not an unnecessary decision point for something I had no control over.

Dead-end screen showing just 'Cash >' — a single option with no information

The dead end: a single option, no context, no explanation. Tapping leads nowhere useful.

UX Problems

Redundant Step
The payment selection screen serves no purpose when only one mode is offered.
False Choice
Creates a decision point where no decision exists.
Break in Flow
Interrupts what should be a fast, frictionless booking process.
User Confusion
Can make users question app stability or payment reliability.

UX Heuristics Violated

Minimize user effort (Nielsen)
Match between system and real-world logic
Don't force unnecessary actions
Recognition over recall — don't make users "reconfirm" the obvious

Design Recommendations

If only one payment mode is available

  • Use "Pay Directly" instead of "Cash" in the label
  • Auto-select silently in the backend — don't surface a selection screen
  • Skip the selection screen entirely
  • On ride summary, show: Payment Mode: Cash or UPI (Pay driver directly)
Optional tooltip: "Rapido Auto payments are made directly to drivers." — with a Read More link that opens a brief explanation of Rapido's SaaS and Commission-based models.

Improved Screens

✓ Redesigned
Improved Rapido screens — Auto booking with Pay Directly (cash or UPI) shown cleanly, simplified payment flow with Total fare ₹104

The improved flow: "Pay Directly (Cash or UPI)" shown inline on the booking screen — no extra tap, no disabled options, no confusion.

Final improved Rapido screens — vehicle list with Pay Directly label at bottom, and clean payment confirmation UI

The final state: clean, direct, and honest. The payment mode is visible at the point it matters — the booking confirmation — not buried behind an extra tap.

Dead-end screens don't just frustrate users — they break the implicit contract between the app and the user's trust.